At Citrix, our Mission is to deliver an intelligent digital Citrix Workspace Experience that Empowers all Employees with Unified, Secure, and Reliable Access to all the Work Resources and Applications needed to be Productive and Do their Best Work – Anytime. Anywhere. Citrix provides Work Solutions for any Workspace Platforms and Seamless Integration Across all Apps. Citrix provides products and IT (Information Technology) solutions to collaborate work management, provides modern and consistent User experience across all devices and through application integration, workflow automation and our cloud-based technology and zero trust security, enabling our Clients and End Users with the best Enterprise Performance, Modernization, and Security!

The World of Work is Constantly Changing and Evolving. At Citrix, we continued to Revolutionize and Build the Digital Workspace Technology that helps People and Organizations adapt to whatever comes next. Every day you'll have new opportunities to Grow and Innovate in ways that will make Work Better for Millions of People around the World. Citrix has been Ranked #11 on The Fortune's Best Workplaces in Technology in 2021. Thousands of Organizations around the World Trust Citrix to keep their apps available, their data safe, and their people productive—wherever and whenever work happens. 

More than 400,000 Companies around the World, including 98 Percent of the Fortune 500, rely on Citrix Digital Workspace Solutions to provide secure, reliable access to the applications and information their employees need to engage and be productive, with over 100 Million Users Worldwide.

Position Overview

Citrix is rapidly developing and expanding its portfolio of large-scale cloud applications across all product lines, including app/desktop virtualization, networking, and content collaboration. These applications must deliver enterprise-grade performance, reliability, and integration while leveraging 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 are modernizing and evolving our Cloud Service delivery model by establishing a comprehensive customer trust framework around performance, availability, security, and compliance, and optimizing field engagement to deliver on that trust.

Citrix are powering digital transformation for business to thrive in the Cloud Era, embracing Mobile Users, Personal Devices, Wireless Access, App Stores, Virtualization, SaaS, DaaS and Cloud infrastructure. At Citrix, you will get to work on Exciting Projects and Innovative IT Products that will change how the World Works and Collaborates.

What we are looking for

As a Senior Cloud Engagement Manager, you will be part of the Service Delivery Assurance (SDA) team which will act as the primary interface between our customers & field teams and engineering. You will be responsible for working with each Cloud Service Team to ensure acceptance criteria around the trust framework as well as manage the feedback loop with Customers and Field Teams.

You will have a Passion for providing excellent Customer Service in a Technology field with strong interpersonal, communication, and collaboration skills. You enjoy research that leads to data-driven decisions, working cross-functionally to have a broader, more comprehensive view of services and processes.

Responsibilities

• Manage Cloud Engagement and Experience with Customers and Field Teams.

• Track strategic Cloud deals and ensure cross-functional alignment.

• Drive Customer Communication to improve Cloud Experience – Single Customer RCA, events, whitepapers, etc.

• Engage with customers to organize reliability briefing and Cloud related discussions with Customers and Field Teams on-behalf of Engineering and Product Management.

• Respond to customer outage incidents as required and maintain real-time notes during the ongoing incident

• Communicate across all Stakeholder and collaborate, working cross-functionally with other Business Groups.   

• Identifying risks and field concerns. Own outage incidents end to end status and reporting including updating status page during the incident then create and present 24hr internal readout, 48hr Root Cause Analysis (RCA)report, and 10-day final RCA reports.

• Participate and present at customer and partner-facing events.

You will be Successful in this Role if you

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

• Can manage several concurrent projects and initiatives.

• Understand Cloud deployments, high-level architecture, and common terminology.

• Take a customer-first mindset to drive the release process.

• Are comfortable sharing tough news based on data driven evidence.

• Possess strong project management skills in an extremely fast-paced environment.

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

Bonus points for

• Industry experience managing Service Delivery for Cloud Services.

• Prior experience in a customer-facing field role.

• Experience with Incident Response Tools: PagerDuty, etc.

• Experience with Project Management Tools: Jira or Confluences.

• Experience with Salesforce and understanding of how to leverage Salesforce data analytic tools.