Senior Manager, Cloud Engagement & Experience - (Remote) at Citrix Systems in Alpharetta, Georgia

Posted in Other 6 days ago.

Job Description:

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!

What we're looking for:

Citrix is rapidly developing and growing its portfolio of large-scale cloud applications across all product lines, including app/desktop virtualization, networking, and content teamwork. These applications must deliver enterprise-grade performance, reliability, and integration while using consumer internet economies of scale in multiple clouds. As part of the continued transformation on our cloud journey aligned with accelerating the company's subscription business, we continue to evolve our Cloud Service delivery model by establishing a comprehensive customer trust framework around performance, availability, security, operational perfection and optimizing field engagement to deliver on that trust.

The Cloud Engagement & Experience team is part of the Service Delivery Assurance team within Cloud Engineering and acts as the primary point of escalation for our customers, partners, and internal Citrix teams regarding cloud incidents and incident response. The purpose of the Cloud Engagement & Experience team is to understand the customer experience with our cloud services and standard operating procedures and drive engineering initiatives to address and improve the overall customer experience with the cloud.

About you:

You have a passion and aptitude for providing excellent customer service in a technology field with strong interpersonal, communication, business-mindedness, and teamwork skills. You have experience in incubating, refining, and measuring effective customer engagement. You enjoy process optimization that leads to data-driven decisions, working cross-functionally between teams, and gaining a comprehensive view of services and processes.

Role Responsibilities:

  • Lead a distributed team of Cloud Engagement Managers

  • Act as the key business partner for engineering initiatives impacting customer experience

  • Conduct reliability briefings and cloud resiliency discussions with customers & partners

  • Optimize engagement between customer-facing field teams and engineering

  • Conduct customer risk analysis around adoption and renewals for cloud customers

  • Participate and present at customer and partner-facing events

  • Provide quarterly insights on overall customer and field experience to engineering leadership

  • Continue to expand the strategy of the team and identify new routes to drive value

Basic Qualifications:

  • Requires a University Degree or equivalent experience and a minimum of 10 years prior meaningful experience

  • Understand cloud deployments, high-level architecture, and common terminology

  • Strive to make Engineering teams successful while adhering to strict quality standards

  • Have the ability to handle several concurrent projects and initiatives

  • Take a customer-first approach to help prioritize Engineering initiatives and cloud releases

  • Possess strong project management skills in a very fast-paced environment

  • Have analytical skills with the ability to interpret and present information from numerous sources

Preferred Qualifications:

  • Prior experience with communicating technical and business topics to different audiences

  • Prior experience in a customer-facing field role with expertise in Citrix Cloud deployments

  • Proven leadership skills while maintaining an environment of operational perfection

  • Experience in building third party partnerships with mutually beneficial goals


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 an engineer, we'll give you plenty of ways to test your skills on cutting edge technology. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If this sounds like you then we'd love to talk.

Functional Area:

Product 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

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 atASKHR@citrix.comfor 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.