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Citrix Systems Inc. Customer Success Manager in United States

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!

Location:RaleighRequisition:R21714 Customer Success Manager (Open)Job Posting Title:Customer Success Manager

What we're looking for:

You love working with customers and technology. You have 2+ years of experience in Customer Success management with a proven record of successful risk & retention methodologies of SaaS customers. You excel at solving problems and collaborating with different cross-functional teams.

If you also have excellent communication and presentation skills, we’d love to speak with you!

Position Overview

The Customer Success Manager (CSM) will work with the growing number of Citrix Cloud Clients to manage the customer and/or partner relationship through their entire Citrix Cloud Customer Lifecycle. Citrix Customer Success Managers act as an advisor for product and strategic decisions; providing thought leadership and actionable recommendations to ensure customers take full advantage of the Citrix Cloud service portfolio and product capabilities.

You understand that building customer/partner relationships is both an art and a science, leveraging industry-proven product adoption methodologies to influence and drive behavior change. Your ultimate goal is to ensure your customers are actively using, expanding and renewing their portfolio of Citrix products and services. Your primary focus area will be, but not limited to, SaaS/subscription renewal and retention. You’ll do this by working with stakeholders within the Customer Success Management team to identify risk and actively leverage the Citrix customer lifecycle to mitigate that risk.

Our Customer Success team is responsible for the successful adoption and retention of all our SaaS products, including Workspace, Apps and Desktops, Networking, Content & Collaboration, and Endpoint Management. In this role, you will set customers on the right path for their solution implementations, and work with other Citrix teams to align to the customer’s business objectives.

Role Responsibilities

  • Understand customer’s business strategies and apply our proven Customer Success methodology to lead them through all phases of the implementation journey, with a focus on risk mitigation & outcomes.

  • Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment

  • Responsible for contributing directly to Citrix product line and delivering on key organizational metrics

  • Analyze and assess complex processes and systems of customer's business to ensure solution will meet the needs of the end users

  • Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active use

  • Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities

  • Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan

  • Create customer adoption benchmarks and forecasts based on defined business use cases

Basic Qualifications

  • Requires advanced knowledge of job area typically obtained through advanced education combined with experience. May have practical knowledge of project management.

  • Requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience; or a Master’s degree with 3 years; or a PhD without experience.

  • Professional knowledge of cloud service providers including AWS Azure and Google Cloud Platform apps, desktops, data and communications on any device, over any network and cloud

  • An excellent customer service attitude and the ability to interact in a professional manner are required.

Preferred Qualifications

  • 2-5 years of experience in Customer Success management with a proven record of successful risk & retention methodologies of SaaS customers

  • Strong understanding of Cloud subscription model

  • Excellent communication skills, including presentations and written documents

  • Professionalism and confidence to work closely with, and advise, senior executives

  • Excellent problem solver, ability to work cross-functionally to deliver results

  • Ability to work both independently and collaboratively, think creatively and take on challenges, and proactively solve problems to successfully deliver projects

What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:Customer Success Management

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

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.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

Citrix (NASDAQ:CTXS) aims to power a world where people, organizations and things are securely connected and accessible to make the extraordinary possible. We help customers reimagine the future of work by providing the most comprehensive secure digital workspace that unifies the apps, data and services people need to be productive, and simplifies IT’s ability to adopt and manage complex cloud environments. With 2017 annual revenue of $2.82 billion, Citrix solutions are in use by more than 400,000 organizations including 99 percent of the Fortune 100 and 98 percent of the Fortune 500.

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