Lead Technical Account Manager

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**What we're looking for**:
As the Lead Technical Account Manager for a portfolio of Citrix Federal Government clients you will have the ability to advocate and deliver a return on their Citrix investment, by championing technical issues internally within Citrix and with the client stakeholders.

**Job Summary**

Our dynamic Customer Success Technical Account Management team delivers consultative expertise-built services to meet the needs of growing enterprise organizations. We are building on a set of high level capabilities, including direct access to technical and product specialists, and an extensive knowledge base repository, the Enterprise Support services program drives support at a proactive level through the assignment of an Lead Technical Account Manager.

As Lead Technical Account Manager you will be responsible for a portfolio of enterprise level customers and expected to serve as an advocate for these customers within Citrix, ensuring they gain value from their investment, embrace our technology, and are up to date on the latest releases and roadmaps. You will provide coordination of cross functional resources to assist within the account from consulting, sales, support and product teams, as appropriate, to ensure the account is receiving the highest proactive level of support within industry.

We engage collaboratively with our global peers to deliver to our changing requirements encompassing on premise through agile cloud environments and solutions. Delivering to our enterprise customers changing needs and aligning to their business requirements.

**Responsibilities**:

- Ensuring that it is easy to do business with the Citrix Enterprise Support teams.
- Establishing and maintaining clear and open lines of communications with our Enterprise customers and implementing an appropriate account governance model.
- Encouraging a culture of continuous improvement within each account within their portfolio of customers.
- Guiding the efforts of others toward the achievement of the strategic and operational objectives in the account.
- Leading the delivery of Enterprise Support services to their portfolio of customers.
- Establishing and maintaining close relationships with customers, managers, systems engineers, consultants, and sales specialists to improve the full potential of every solution.
- Coordinating the activities of Enterprise Support, Product Engineering and technical solution team members so we meet contract obligations and proactively meet the needs of the portfolio of customers.
- Provides complex metrics and reporting support to all relevant stakeholders.
- Proactively identifies potential issues and drives resolution to avoid customer impact and facilitates continuous improvement.
- Analyzes long-term impact of new or anticipated strategies and decisions.
- Leads teams to solve abstract problems without precedent.
- Diagnoses and resolves ambiguous problems.
- Self starter, who can balance planning and agility when change is required.
- Leads sophisticated processes and service improvement programs.
- Identifies opportunities for growth and innovation.
- Builds and sustains effective communications with all stakeholders and cross functional teams in an effort to improve the customer experience.
- As a customer advocate, builds strong trusted relationships within Enterprise customers in order to represent them within Citrix and be a part of their virtual team.
- Through delivering enterprise support account management, understanding customer goals, identifying and defining successes and challenges, developing and executing success blueprints, and facilitating resolution of issues.

**Basic Qualifications**
- Australian Citizen.
- Ability to attain and maintain an Australian Government security Clearance.
- Worked with Government clients.
- Worked in the IT industry supporting enterprise clients for a minimum of 5 years.

**Preferred Qualifications**
- Previous Technical Account Management or Architect role
- Certified in Citrix Technologies

**#LI-AH2**

**Functional Area**: Technical Account Management (TAM)
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**What you’re looking for**:
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