Lead Technical Account Manager

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**:
The Technical Account Manager (TAM) focuses on being a trusted business and strategic advisor to CSS Priority Services customers, primary building, and maintaining relationships between Services and assigned customers. The TAM has high transparency and interacts with many teams internally and externally to help achieve an Elite level of customer service, experience, and happiness.

The TAM is also valued as a single point of contact and the ‘face of Citrix’ to their outstanding customers.

The position builds a solid foundation and extends the relationship between the company and customers focusing on customer service and satisfaction. The TAM is a skilled communicator, strategic presenter, and coordinator of resources and a single point for post-sale activities and events. The TAM also builds and provides content, mentoring, and leadership through more difficult scenarios across the TAM team.

The ideal TAM is a team player, enjoys working hard, exhibits integrity, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, can learn new technologies rapidly, and has excellent time leadership skills. The TAM will likely be required to travel to customer sites up to 30% depending on customer requirements.

**Position**:
The Lead Technical Account Manager (TAM) service focuses on providing premium technical support targeted towards enterprise-level accounts, with large, complex deployments of Citrix technologies in mission-critical environments. The TAM provides a dedicated, highly technical, single point of contact for enterprise-level Citrix customers building solid relationships with designated technical contacts within the customer organization and works with experienced technical staff to remediate any technology health-related issues.

As a TAM, you will develop an in-depth understanding of the customer environment and technology deployment roadmap. In addition, you will work to reduce risk to the environment through a range of problem resolution and proactive services aimed at maximizing the value of Citrix products and increasing customer skills.

You will lead high impact business discussions through an in-depth understanding of the product portfolio. You drive effective engagements and have high-level written and verbal communication skills. You will be a trusted advisor to customers of Citrix Priority Services. You will refer more complex problems to higher-level technicians. Knowledge of operational systems may be broad, but not as in-depth as a field engineer.

You will become a trusted advisor and represent the customers inside Citrix by helping them to avoid pitfalls along with extracting the maximum benefit from their investment in Citrix technology.

When the customer encounters issues, your role is to either resolve them personally or ensure that the correct Citrix resources are deployed to achieve a timely and satisfactory resolution for the customers.

Companies that invest in a Citrix TAM express a higher level of satisfaction (independently measured) with Citrix products and support, and experience significantly reduced exposure to downtime.

Citrix TAMs are highly trained and experienced support professionals, with significant in-depth knowledge of Citrix and related technologies, and excellent customer relationship management skills.

**Primary Duties / Role Responsibilities**:

- Works to achieve operational targets with a major impact on the departmental results.
- Contributes to the development of goals for the department and planning efforts
- May manage large projects or processes that span outside of the immediate job area.
- Responsible for making moderate to significant improvements in processes, systems or products to enhance the performance of job area.
- Develop an in-depth understanding of customers’ environments to proactively drive improvements and efficiencies in their current and future deployments helping sales to understand customer new needs and business priorities.
- You act as an advisor for product and strategic decisions; providing thought leadership and meaningful recommendations to ensure customers take full advantage of the Citrix SaaS service portfolio and product capabilities
- Act as the single-point-of technical contact for Priority / TRM customers creating strong working relationship with named customer contacts traveling when needed to the customer site to build relationship, carry out technical evaluations and assessments, and deliver support in break-fix situations.
- Partner with other technical supp