Job Details

Citrix
  • Position Number: 3072961
  • Location: Fort Lauderdale, FL
  • Position Type: Business and Financial Management


Customer Success Director

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you'll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For. Let's innovate and grow together!

What we're looking for:
Summary:

The Customer Success Director is accountable for all aspects of Customer Success within a geographical unit at Citrix. The CSD will be aligned to a sales executive/leader of a business vertical. As such, the CSD will create a comprehensive plan, governance, communications, and implementation to fully leverage the capacities of Customer Success in support of the company's goals. In particular, the CSD will maximize Professional Services, Premium Support Services, and Customer Success Management to drive high NPS, cloud adoption, customer retention, value selling and visibility into the nuance of the specific business vertical.

The Customer Success Director will engage with all customers and partners where products or services from the Citrix portfolio have been acquired. Throughout the account set, the leader will be responsible for providing strategic guidance, supporting, and aligning to the go to market motion for the particular business vertical and ensuring customers are receiving maximum value out of their purchase.

This individual is skilled in multiple areas of Customer Success including business development, project execution, process enhancements, matrix management and recruiting. The CSD is the team's authority in project methodology and demonstrates the ability to tailor the methodology to meet the client's needs while preserving a structured process. This individual is also able to collaborate with other teams to significantly increase efficiencies in our core business operations and partners with the Citrix Sales teams to promote solution-based selling to our strategic customers.

Responsibilities:

  • Accountable for Customer Success within assigned business vertical
  • Annual business planning in partnership with sales leadership
  • Close partnership with assigned sales executives
  • Educate and inform sales teams of Customer Success capabilities and value
  • Single point of escalation for key leaders without becoming a bottleneck

  • Accountable for key performance indicators
  • Premium Support bookings
  • PS bookings
  • NPS
  • Customer retention
  • Cloud adoption
  • Value Engineering
  • Critical Support Issue Management
  • Product Influence
  • Develop relationships with clients, business partners, vendors, and others

    involved in our business.
  • Ability to handle all personnel decisions (hiring, promotion, termination, etc.)

    in their region.
  • Possess a strong command of the technology and business drivers for Citrix

    and our customers.
  • Effectively execute and collaborate with other departments within Citrix on back-office and corporate activities
  • Create and maintain team-wide Key Performance Indicators.

    Professional Services:

  • Mentor and develop Services Sellers within team
  • Identify potential consulting opportunities at a client within and beyond the

    current scope of our relationship with the customer.
  • Develop the vision and planning required to consistently grow the consulting

    business.
  • Integrate Professional Services opportunities within product sales and technical support sales
  • Create service offerings that generate Citrix product "pull" demand with System Integrators

    Cloud Adoption:

  • Communicate Customer Success commitments to customers and ensure an overall high level of

    customer satisfaction across Support services.
  • Establish clear and open lines of communication with our enterprise customers and implement

    an appropriate account governance model.
  • Drive Adoption of Citrix Products and Cloud Services.
  • Manage and monitor the renewals of all accounts within assigned area while aligning with the

    sales team to support net-new growth opportunities.
  • Visit accounts as needed to ensure renewals are secured and gain feedback on the service

    offering.

    Pre-Sales/Value Engineering:

  • Integrate with the Citrix Value Engineering team
  • Understand and build sound value assessment and present of findings to C-Level executives.
  • Communicate across major customer verticals including Healthcare, Financial Services, Retail
  • Communicate value of Digital Transformation on an organization.

    Technical Support:

  • Act as a point of escalation for business impacting incidents that require urgent attention, and

    head off potential problems by proactively working with Technical Support and Customer

    Success Management through Fields Support resources, Technical Account Managers and

    Customer Success Managers.
  • Position premium support services such as Citrix Priority and Citrix Priority Plus while integrating

    within the Professional Services
  • Interfaces with technical support team to implement standardization and evolution of best

    practices and SOPs (Standard Operating Procedures) for premium support services delivery,

    resulting in consistency and high level of customer satisfaction.
  • Communicate all critical situation customers to leaders within vertical

    Basic Qualifications:

  • Bachelor's degree
  • 10+ years of sales and/or services experience
  • Positive customer service attitude and willingness to travel
  • Experience leading and motivating large teams
  • Experience with a 2-tier software distribution model
  • Experience working with partners and creating leveraged services models
  • Strong product background with an understanding of developing compelling services offerings
  • Strong operational background, with the proven ability to define and leverage business metrics to

    manage departmental goals
  • Strong leadership skills with the ability to articulate a departmental vision that is aligned with

    both company and team strategies

    Preferred Skills/Requirements:

  • Demonstrated history of building relationships with executives and CxO level positions with

    ability to influence negotiations
  • Experience operating in a matrixed organization and strong track record of driving and influencing

    cross functional initiatives.
  • Strong focus on desire to build growth for revenue and revenue retention
  • Strong understanding of Citrix value proposition
  • Proven sales history
  • Ability to build and position complex, end to end solutions for customers
  • Excellent planning, relationship building, and problem solving skills
  • Flexible, dependable, and capable of multi-tasking

    #LI-TJ1

    Functional Area:

    Services Relationship Manager (SRM)

    What you're looking for:
    Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it's just one of the reasons why our employees continuously recognize Citrix as a great place to work.

    Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process.

    We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We'll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within.

    The Benefits
    We offer a competitive total rewards package* that includes:
    • 18 weeks of paid parental leave
    • Health and wellness benefits
    • Employee assistance program
    • Retirement benefits
    • Education assistance
    • Time off and absence programs
    • Professional development and mentorship opportunities
    • Paid volunteer time and charitable matching of employee donations
    • Employee resource groups
    • And more!

    **Please note that benefits may vary based on location.

    Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

    Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

    Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

    By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.


    To apply, please visit: https://citrix.wd1.myworkdayjobs.com/en-US/CitrixCareers/job/Remote-NY/Customer-Success-Director_R33100


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