Senior Director, Support Services, EMEA

Citrix ,
London, Greater London
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Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU! What we're looking for: You are a Senior Director of Support Services, EMEA and will be responsible for providing leadership, direction and management of a geography-based team, delivering premium support services. This includes a technical account management team with specific focus on delivering premium support account management services to large customer accounts; delivering critical situation management services for customers with high severity business impacting issues and executive escalations. Position Overview: The team will be closely aligned with field sales teams, serve as their primary interface to technical support, and chartered with elevating service levels for top accounts, providing proactive and preventative services to drive case avoidance and improving customer and deal retention. This team will also lead geo critical account efforts through cross-functional team management, proactive communications at different organization levels including C level executives and ultimately driving these issues to resolution along with root cause analysis. Role Responsibilities: * Owns the Support relationship and alignment with the GEO field sales organization and Customer Success geo leads for post-sales support services and managing a team of field-based support account managers assigned to large accounts. * Sets geography team's strategic direction aligned with overall company goals and Sales and Services priorities. * Achieves customer satisfaction, retention and case avoidance goals by setting strategies and leading managers to deliver on these goals * Identifies potential opportunities (geographic, product, etc.), to better help the overall geo Go-To-Market (GTM) through support delivery. * Provides regular rollups and status to Support, Geo Customer Success and Sales leadership for critical account metrics, enterprise and premium support customer satisfaction, case avoidance metrics and customer retention. * Communicates with remote team(s) and managers to maintain consistency with corporate direction and strategy, company activities and initiatives. * Develops and executes field programs such as quarterly operational reviews and training to drive efficiency and process consistency that are aligned with peer geo teams. * Demonstrates strong product knowledge, ability to articulate our value proposition, and ability to train managers to implement this within their teams. * Spearheads cross-functional integration efforts with Product, Marketing, IT, Readiness, HR, etc. * Collaborate with sales geographic Vice President and sales leadership to make sure they have visibility into their geos/areas by partnering with leaders within Technical Support for visibility into issues and contributions. * Sets, forecasts, and delivers against an annual team budget. * Responsible for building, developing and mentoring a high performing team. * Responsible for high customer satisfaction for premium services and large accounts. * Manages all processes that foster a high renewal rate of Citrix premium service customers * Provides input to senior sales leadership into the GTM strategy. Qualifications (Knowledge, Skills, Abilities): * Experience in managing teams that position and deliver complex technical business solutions including products and services in the enterprise space and have a strong understanding of business drivers for Line of Business solutions within enterprise organizations. * Understands overall business functions and the impact of technical decisions on business results. * Understands the overall business of the clients in their Sales geography and how to assist the Sales teams in the support of post sales services issues. * Influential leader across the geo product sales groups and an integral part of the sales motion with ability to drive initiatives and ideas focused on increased services satisfaction, customer retention and product/subscription sales and customer expansion. * Experience in leading strategic senior level presentations and large-scale customer negotiations with Sales teams * Solid understanding of Citrix competitive domain and technologies. * Ability to articulate and understand the customer strategy and Citrix solution strategy for the specific technical area and coach management on the same. * Demonstrated ability to be an enabler to remove both internal (Citrix) and external (customer, partner) roadblocks and helps their staff resolve challenges in support of Technical Support Services. * Strong leadership skills with the ability to articulate a departmental vision that is aligned with the company strategy * Strong produc

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