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ESAM- Mobility Specialist

Bengaluru, KA
Job Code:
  • IT
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Job Details

It isthe Enterprise Support Account Manager s responsibility to ensure it is easy to do business withthe Citrix Enterprise Support Services team. Establish clear and open linesof communication with our Enterprise customers and implementan appropriate account governance model.Develops a culture of continuous improvement within eachaccount they oversee.Directs the efforts of others in the achievement of the strategic and operational objectives of the account.Responsible for the delivery of Enterprise Support Service commitments to customers.Ensures that delivery costs are within or better than the delivery costs committed within the approved Citrix account model.Ability to multi task and maintain composure in high pressure situationsCoordinate the activities of Enterprise Support, Product Engineering and technical solution team members to meet contract obligations and proactively meet the needs of our Enterprise customers.Provides complex metrics and reporting support to all relevant stakeholders.Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement.Analyzes long-term impact of new or anticipated strategies and decisions.Leads teams to solve abstract problems without precedent.Diagnoses and resolves ambiguous problems.Leads rigorous process and service improvement programs.Identifies opportunities for growth and innovation.Builds and sustains effective communications with all stakeholders and cross-functional team in an effort to maximize the customer experience. Provides authoritative advice to top management based on deep subject matter expertise.As a customer advocate, builds strong trusted relationships within Enterprise customers in order to represent them within Citrix and be a part of their virtual team.Through delivering enterprise support account management, understanding customer goals, identifying and defining successes and challenges, developing and executing success blueprints, and facilitating resolution of issues.As a trusted advisor, work with Enterprise executives to provide guidance and subject matter expertise where required and as appropriate in order to meet their business requirements through Citrix solutions. Bring in relevant systems engineers, consulting, and sales teams when required.Serve as a point of escalation for incidents that require urgent action, and head off potential problems via proactive support.Manage concurrent medium to large complex projects to ensure full optimization of customer-purchased technology and high value support services are received with specific focus on customer ROI.Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.Create and help maintain customer documentation such as welcome packs, technical account plans, and proactive communications.Adhere to and maintain Enterprise Support Service best practices.Work closely with sales account managers totarget new opportunitiesProvides feedback to Product Management and Engineering regarding customers emerging or unmet product needs.Conduct regular site visits with customers Qualifications (Knowledge,Skills, Abilities)Bachelor s degree in computer science, electrical engineering, or related field; or equivalent experience8-10+ yearsprofessional services experience, with specific focus in IT Project management experienceCustomer relationship management experience large/complex enterprise, customer- facing and executive level customer relationship and account management experience desiredExperience serving as a customer advocate able to understand and articulate the needs of the client and deliver on those needs Ability to facilitate and harness cross- team collaboration working with teams in-person and virtually Consultative experience and demonstrable problem-solving skillsProject and Program Management experience Strong presentation skills Strong communication skills (written and verbal) Enthusiastic, personable and flexible Executive presenceAbility to prioritize within a high workload Comfortableleading within matrix and cross-functional teams. Guidedby long-term objectives and business requirements.Technical delivery or support experience preferredExperience presenting andcommunicating with VP/CXO-level executives Customer centricprofessional, passionate about the customer experience Languages English and relevant local language proficient Prior experience in mobile device management softwareExperience with XenMobile or similar technology is preferredDemonstrate analytic and problem-solving skills, particularly as it relates to application design, development and infrastructure Familiarity withMultiple operating systems Linux, Unix, Windows, iOS and AndroidNetworking (TCP/IP)Accepted industry standardsfor securityProject management experience with proven methodologies Understanding and application of ITIL practices
Degree: M.Sc. (Science) | MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 8-11


Application Programming | Mobile | Network Administration | Software Engineer
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