Position Overview:

As the Executive Customer Success Manager (ECSM), you work with a targeted list of our largest and most strategic customers and are accountable for ensuring these customers successfully adopt and realize value from all Citrix products, Perpetual or Subscription, premise or cloud. This includes developing and executing strategies and tactics to enable customers to achieve the business outcomes they planned to receive from Citrix products, and with this foundation, identify opportunities for the customer to further leverage our products and services across all of their lines of business and entire environment.

As the ECSM, you collaborate, influence and coordinate activities across the entire internal ecosystems of Citrix resources within Customer Success, Sales, Product and Marketing. You build broad relationships, especially at the VP and CxO level, intended to increase Citrix engagement and relevance in the customer’s business transformation and strategic decisions.

Role Responsibilities

• Leverage industry expertise and credibility to establish key senior VP and executive level relationships and open discussions across all Lines of Business (LOB) within the account. Develop understanding of their strategic and transformation plans and become a trusted advisor providing new and innovative insights which support their critical business outcomes.
• Position and drive Customer Business Value Assessments and Design Thinking sessions. Leverage the outputs of these actions to build joint Customer/Citrix strategic plans and business cases that create demand for increased/continued investments in Citrix products and services.
• Collaborate with customer leadership to define core business drivers, success outcomes, and key KPIs that will be used to measure the business impact of these plans.
• Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with Citrix teams to proactively remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.
• Identify areas for improvement in the customer experience, both in our product and processes. Gather and present product feedback and feature requests to appropriate teams within Citrix.
• Develop and present quarterly executive briefings to key project stakeholders (customer and Citrix); reporting against key KPIs to articulate current business value delivered, next steps, relevant industry trends and impediments to success.
• Work with Citrix executive management, sales leadership, product management and account teams to internalize the customer’s plans to fully support and leverage Citrix teams.
• Manage a portfolio of 3-5 Strategic Accounts, all high-touch customers with complex needs

• Requires mastery level knowledge of job area typically obtained through advanced education combined with experience. May have deep knowledge of project management.
• Requires a University Degree or equivalent experience and minimum 12 years of prior relevant experience; or Master’s degree with 8 years; or PhD with 5 years of experience

Preferred Qualifications

• 5+ years of Customer Success industry experience
• 7+ years in Customer Success roles, Consulting or Sales in an Enterprise Software context is preferred; Management Consulting Experience
• Strong operational background with the proven ability to define and leverage business metrics to manage the customer journey. Track record of delivering results above expectations
• Previous large-scale Transformation experience, Lean Six Sigma Black Belt certification
• Prior Line of business operational role in key verticals (Finance, HealthCare, Retail, Manufacturing, etc.)
• Proven leader with the ability to develop, articulate and execute a vision that is aligned with both company and team strategies, and maps to defined customer business/customer success outcomes.
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong bias toward delivering customer outcomes and a passion for revenue retention and growth
• Strategic, self-driven thinker who can develop/implement a Go-To-Market strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements
• Prior success with understanding quantitative customer metrics – health scores, NPS/CSAT – to tailor interactions and drive actionable next steps to ensure customer adoption and renewal
• Excellent executive level communication and presentation skills
• Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment. Ability to multi-task, prioritize and coordinate activities to meet multiple, agile deadlines, work well under pressure
• Willingness to travel
• Demonstrated desire for continuous learning and improvement