Specialist - Customer Success
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Key skills for this role
About the Role
Drive customer success by managing relationships, promoting Citrix technologies adoption, and ensuring operational support while addressing technical challenges.
Key Skills for This Role
Responsibilities
- Drive adoption and value fulfillment by partnering with enterprise customers to map business challenges to Citrix use cases
- Establish and lead recurring meeting cadence (weekly/monthly/quarterly business reviews) to deliver product updates and review health metrics
- Serve as customer's internal champion, coordinating with technical support teams and accelerating escalation paths
- Monitor account health, identify risks, and discover expansion opportunities
Requirements
- Bachelor's degree in Business Administration or related field
- 3 5+ years in Customer Success, Technical Account Management, or Senior Systems Engineering within enterprise software
- Strong understanding of Citrix portfolio (CVAD, DaaS, NetScaler, HDX)
- Familiarity with virtualization, cloud architecture (AWS, Azure, GCP), and enterprise desktop delivery
- Excellent verbal and written communication skills
- Confident in preparing and delivering data driven presentations
- Ability to manage escalations and customer frustrations constructively
Full Job Posting
Job Scope
- We are seeking a high caliber Customer Success Specialist to own and drive the long term success of our strategic, enterprise key accounts.
- In this role, you will act as a trusted advisor, helping customers maximize the value of their investments in Citrix technologies.
- You will bridge the gap between business objectives and technical execution, driving the adoption of new Citrix features, guiding infrastructure roadmaps, and ensuring seamless operational support.
Main Duties and Responsibilities
- Drive Adoption & Value Fulfillment: Proactively partner with enterprise customers to understand their business challenges and map them to advanced Citrix use cases, driving deep adoption of new solutions and features.
- Strategic Relationship Management: Establish and lead a recurring meeting cadence (weekly/monthly/quarterly business reviews) to deliver product updates, review health metrics, and collaboratively plan the customer's long term technology roadmap.
- Technical Advocacy & Escalation Management: Serve as the customer's internal champion. When critical technical issues arise, you will coordinate with technical support teams, accelerate escalation paths, and provide transparent, timely updates back to the customer.
- Customer Retention & Growth: Monitor account health, identify potential risks early, and discover expansion opportunities where new Citrix innovations can add further value to the customer's organization.
Position Requirements
- Education: Bachelor's degree in Business Administration or any other related field.
- Experience: 3 5+ years in a Customer Success, Technical Account Management (TAM), or Senior Systems Engineering role within an enterprise software environment.
- Strong Foundation in Citrix Technologies: Solid understanding of the Citrix portfolio, including Citrix Virtual Apps and Desktops (CVAD), Citrix DaaS, NetScaler (ADC), and core remote protocols (HDX).
- Infrastructure Familiarity: Awareness of virtualization, cloud architecture (AWS, Azure, or GCP), and enterprise desktop delivery solutions.
- Proven track record of managing high value enterprise accounts and driving software adoption metrics.
- Relevant Citrix certifications (e.g., CCA V, CCP V, or CCE V) are highly valued and considered a strong advantage.
- Communication Excellence: Outstanding verbal and written communication skills.
- Presentation Skills: Confident in preparing and delivering structured, data driven presentations for regular account reviews and roadmap sessions.
- Problem Solving & Escalation Handling: Ability to remain calm under pressure, manage customer frustrations constructively, and methodically navigate internal engineering or support structures to get results.
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