Citrix is looking for an enthusiastic and dynamic leader who enjoys working in a fast-paced environment to join our Global Enterprise Support Services (ESS) team as Director, Priority Support.
Citrix Enterprise Support Services provides a specialized and differentiated level of technical support to Citrix’s largest and strategic customers. The Director, Priority Support, is responsible for a global technical support team of senior technology engineers and the elevated response service delivery for Citrix Customer Success Services – Priority Support, a premium tier service offering.
The Director, Priority Support, is responsible for ensuring successful reactive support services are provided to this premium customer portfolio and works closely with our global ESS leadership team to ensure a seamless, consistent, and integrated customer experience.
The core duties of the role include leadership and management of processes for the continuous improvement of the Priority customer experience. A tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include customer satisfaction, call efficiency, low abandonment rate, issue restoration and resolution, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is also demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale, in addition to maintaining high levels of customer satisfaction, engagement, loyalty, and success.
The Director’s success is measured by the organization’s ability to provide high quality services while meeting service level targets; maintaining high customer satisfaction; improving call performance, resolution time and quality; optimal use of resources; adaptation of new proven technologies to increase efficiency; and achievement of metrics. Demonstration of consideration and understanding of the needs of the Enterprise customer is essential in this role.
Qualifications and Requirements:
Bachelor’s degree or equivalent in business, computer science, or related field is required. Master’s degree preferred.
Minimum of 12 years of directly related work experience in both small and larger companies.
8+ years of experience managing multiple technical teams including experience with budget planning, change management, and workforce allocation/organization development.
Must have prior experience and demonstrated success in managing geographically dispersed teams, ideally within an Enterprise-level global call center operational environment.
Must have demonstrated success in a high-touch, enterprise level, customer-facing role; demonstrable history of effective customer service attitude and ability to lead a team in resolving difficult customer situations.
Demonstrated success in recruiting, developing, and managing high performance customer contact/customer service & support teams.
Demonstrated success/achievements working at both the tactical and strategic levels related to global call center operations and resolving difficult customer situations at the Enterprise level.
Must be experienced in coordinating cross-functional teams, support teams, escalation and engineering software teams, to successfully address product issues.
Effective personnel leadership experience, with goal setting and action plans for career development on a team and individual basis.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Centers.
Must also be experienced in identifying and implementing changes in process, organization and personnel, which will enhance the quality and efficiency of data and support operations.
Strong innovation mindset, analytical skills, excellent oral, written communication skills and experience with effectively communicating project/program mission and objectives.
Must have a strong understanding and experience working across Sales, Systems Engineering teams, as well as, a strong understanding of Support, Escalation and Engineering Software Defect Process across multiple product Groups.
Proven ability to interact and influence senior company management team (MD, VP, Sr. VP, etc.).
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