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Technical Relationship Manager (Software)

Bengaluru, KA
Job Code:
  • IT
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Job Details

Single-point-of technical contact for enterprise support services customers.Build strong working relationship with named customer contacts, and develop in-depth understanding of the customer environment.Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap.Develop a good understanding of the customer environment, and use this knowledge to proactively drive improvements and efficiencies in Customer Support. Advise the customer on technical best-practices.Travel to the customer site to build relationship, carry out technical evaluations and assessments, anddeliver support in break-fix situations.Resolve customer technical issues and, when required, assign Service Requests to the best-possible resources to ensure fast resolution.Log service requests for the customer, and ensure that the customer is kept up to date on progress. Record hours spend servicing customer requests.Work closely with other technical support teams, to ensure that service requests have the appropriate level of priority, and are closed to the customer s satisfaction in a timely manner. Escalate issues where required, and drive progress to resolution on behalf of the customer.Issue regular updates to customers on service-request status and support metrics.Develop and maintain an excellent understanding of the Citrix support and product development organizations, in order to understand how to best-represent the customer.Ensure that the customer is receiving relevant technical updates from Citrix (newsletters, security alerts, bulletins, etc.).Advise the customer on Citrix certification programs and upcoming workshops and training events.Organize and deliver technical training to the customer and other TRMs.Maintain and continuously upgrade technical knowledge and certifications, in Citrix and related technologies.Support sale of technical services and products.Qualifications (Knowledge, Skills, Abilities)Demonstrates deep technical understanding in multiple core Citrix product lines, foundational technologies and has a good understanding of some of the advanced technologiesAbility to work across team to find most appropriate solutions for Citrix customers.Ability to work highly visible, sometimes stressful situations and be successful.Provide presentations to customers on various subjects some at ADHOCExcellent communication, negotiation and problem-solving skills.Very good self-management skills, such as personal organization and time-keeping. Requirements (Education, Certification, Training, and Experience)A Bachelors degree in Computer Science, or an equivalent qualification.Experienced in working and communicating with Senior Architects and Integrators.Good knowledge and experience in computing and networking technologies, with appropriate certifications and qualifications.Good knowledge and, ideally, demonstrable practical experience of virtualization technologies.Strong customer-service orientation and a minimum of 5 years of experience directly supporting end-customers.More than two years of experience directly supporting enterprise-level customers.Demonstrable experience of having deployed and/or supported Citrix virtualization technologies. Similar experience with competitor and partner technologies is also an advantage.Certifications on Citrix products (see list at citrixtraining.comunder Certifications). Equivalent certifications from competitor or partner products are also an advantage.In-depth knowledge of Operating Systems, Networking, Storage, troubleshooting.Able to travel as required
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 5-10


Network Administration | Project Leader/ Project Manager | System Administration
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