Senior Support Services Manager

2 weeks ago

Bengaluru, Karnataka, India Cloud Software Group Full time

About This Team:


The Critical Situation Management team is one of the key stakeholders in driving and maintaining customer confidence in our CSG Citrix BU range of products.


Job Description/Responsibilities:

Primary Duties / Responsibilities:


Responsible for communication with key stakeholders at customer front, the CSG Sales organization, Product, DevA, Engineering, LCM and key Management staff on the status of Support Services and Critical accounts within the assigned geography.

Ensure timely, professional and effective communication with the customer and internal executives.
Proactively addresses any issues impacting the effectiveness of CSG service and customer perceptions of deficiencies with respective stakeholders.

Manages the remediation process and technical resourcing by facilitating cross departmental collaboration, coordinates the end to end customer experience and owns the internal and external communications.

Acts as customers and account team's primary contact during critical situations.
Works with the technical specialists to manage the escalation and resolution of problems and incidents.

Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis.

Provides team leadership and mentoring of other team members.
Develops and delivers executive communication to customer and internal stakeholders on status of Critical Service Requests.
Provides ongoing status updates to Team Lead and Management
Escalates issues / risks quickly for mitigation Leads and participates in projects relating to the continuous improvement.
Qualifications (Knowledge, Skills, Abilities)

Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs.

Proven experience managing customer escalations within a Technical Support environment.

Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data.

Prior experience working for a global IT vendor in a similar role Knowledge of Software Development Lifecycle Management and software defect tracking.

Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually.
Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
Bachelor of Science and/or 7+ years of relevant experience.
Project management experience with proven methodologies
Industry certifications (PMP, ITIL, Six Sigma) preferred
Experience working with sales teams to identify potential issues before they escalate.
Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus. A solid Microsoft background is beneficial.
Proven experience leading formal customer meetings with all levels including C levels.
Exceptional communication skills (written and verbal).
Six Sigma Green Belt certification is a plus.
Able to work in rotational on-call environment.

About Us:


Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than million users around the globe.

When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere.

Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks.

Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination.

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at - or email us at for assistance.

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