Technical Relationship Manager Resume Samples

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D Bartoletti

Dayton

Bartoletti

2312 Leanna Extension

Los Angeles

+1 (555) 363 9148

2312 Leanna Extension

Los Angeles

Phone

p +1 (555) 363 9148

Experience Experience

Los Angeles, CA

Technical Relationship Manager

Los Angeles, CA

Conn-Cassin

Los Angeles, CA

Technical Relationship Manager

Provide proactive technical support and account management to high profile networking accounts within Citrix working complicated issues through to resolution
Establish direct relationship with account stakeholders (financial, management, operational) and have regular touch points to assess TRM value delivery
Provide support within the SLA’s provided and adhering to the department’s best practices
Establish and manage regular conference calls to review outstanding items and on-going projects with customers
Coordinate issue management, escalation and resolution with Support and Engineering. Coordinate the delivery of consulting services
Consistently influence new product and services deals within customer base along with assisting with the selling of TRM level Support services
A good working knowledge of the administration features of Microsoft and UNIX/Linux operating systems

San Francisco, CA

Senior Technical Relationship Manager

San Francisco, CA

Hartmann Group

San Francisco, CA

Senior Technical Relationship Manager

Consistently Influences new product and services deals within customer base along with assisting with the selling of TRM level Support services
Identifies trends and prevents issues from occurring by being proactive
Advise the customer on Citrix certification programs and upcoming workshops and training events
Organize and deliver technical training to the customer and other TRMs
Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap
Serves as a liaison and relationship builder with internal and external sponsoring executives for technology and operations
Assists business lines to build quantitative and qualitative business cases for each project and ensures use in scoping project efforts

present

San Francisco, CA

Senior Software Technical Relationship Manager

San Francisco, CA

Cruickshank Group

present

San Francisco, CA

Senior Software Technical Relationship Manager

present

Develops a culture of continuous improvement within each account they oversee
Proactively identifies potential issues and drives resolution to avoid customer impact and facilitates continuous improvement
Provides complex metrics and reporting support to all relevant stakeholders
Provides authoritative advice to customers based on deep subject matter expertise
Create and help maintain customer documentation such as welcome packs, technical account plans, and proactive communications
Ensures it is easy to do business with the Citrix Enterprise Support Service team
Manage concurrent medium to large complex projects to ensure full optimization of customer purchased technology and high value support services are received with specific focus on customer ROI

Education Education

Bachelor’s Degree in Computer Science

University of Memphis

Bachelor’s Degree in Computer Science

Skills Skills

Good knowledge and, ideally, demonstrable practical experience of virtualization technologies
Good knowledge and experience in computing and networking technologies, with appropriate certifications and qualifications
Ability to work highly visible, sometimes stressful situations and be successful
Good account management skills with ability to manage hot situations
Excellent communication, negotiation and problem-solving skills
In-depth knowledge of Operating Systems, Networking, Storage, troubleshooting
Build strong working relationship with named customer contacts, and develop in-depth understanding of the customer environment
Able to provide teammates information in the form of proactive emails, KB articles and other reference materials
Very good self-management skills, such as personal organization and time-keeping
Good experience in Citrix background - Netscalar, Cloudbridge & XenMobile

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3 Technical Relationship Manager resume templates

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Tsci Technical Relationship Manager Resume Examples & Samples

Understanding of Order Management systems, trade life cycle and client specific work flows
Proven track record of managing client relationships in the Trading Technology space
Proven track record of facilitating business growth across managed accounts
Managing time effectively and multi tasking in faced paced environments
Strong networking and navigation across enterprise client environments

Tsci-technical Relationship Manager Resume Examples & Samples

A minimum of 5+ years of experience in sales or account management with the ability to meet targets
Highly proactive and confident in client approach and strategy
Broad asset class coverage understanding
Languages beneficial but not a necessity
Willingness to travel throughout Americas
Partnering with Account Management in our buy-side and sell-side businesses to close new business with our existing client base
Working with our clients to ensure they are using our products effectively and efficiently lowering their cost of ownership and also our cost to support them
Ensure a smooth client life cycle experience, overseeing the post-sale flow to implementations and ultimately to service
Collaborating with the TSCI and non-TSCI Business Management groups to develop the Trading Solutions Integration value proposition by gathering and collating market and customer intelligence
Developing and managing key customer relationships with decision makers and key people with influence to maximize opportunities
Understanding key competitors or alternatives and successfully

Senior Technical Relationship Manager Resume Examples & Samples

A Bachelor’s degree in Computer Science or Business supplemented by technical course work and twelve to fifteen years proven and progressive experience, including five years in project management and three to five years in a specialized critical technology with a proven track record utilizing the specialized discipline
Masters degree strongly preferred
Recognition by peers as an expert in programming, systems design, database languages or techniques for applications systems design
Strong communication, project management, analytical, lateral thinking, planning and problem solving skills. Strong knowledge of project management, businesses supported, and industry trends. Detailed knowledge of a critical technology discipline and broad knowledge of various technology disciplines
Demonstrated ability to lead and implement technology and the development of a comprehensive methodology regarding how and where area of expertise will benefit the business and have orchestrated the utilization of this technology and developed metrics for tracking its success
The ability to apply multiple technologies to business situations, identifies and applies productivity improvements, and blends the technical environment with strategic direction

Technical Relationship Manager Resume Examples & Samples

Are you extremely passionate about technology?
Do you have a technical background and an ability to understand different technologies and how they work together?
Are you an outgoing, self-motivated, people person?
Do you love advising people on what technology to buy, why they should buy it, and how it will help them solve their real-world problems?
Do you have experience building and maintaining customer relationships?
Are you interested in working in a dynamic environment involving interactions across multiple departments?
Liaison between

Senior Technical Relationship Manager Resume Examples & Samples

Provides strong business management attributes for complex business lines
Develops and promotes key relationships with both client and project teams
Monitors and influences services
Manages and creates business line communications for team
Serves as liaison between business and IT unit(s)
Communicates changes, which impact client or business, including changes in staff, technology, policy, procedures, or practices
Mentors, trains, and assists Account Mangers as needed
Develops and manages multiple client relationships at all levels in order to meet client expectations and satisfaction requirements
Serves as a liaison and relationship builder with internal and external sponsoring executives for technology and operations
Assists business lines to build quantitative and qualitative business cases for each project and ensures use in scoping project efforts
Manages team project and additional tasks as needed; and
Plans, develops, and controls moderate to large project/product budgets
At least eight years of experience with management approaches, tools, and techniques for gaining the cooperation and support of others
At least five years of experience within the Financial Services Industry
At least three years of experience with design, development and utilization of formal IT vendor contracts with internal or external customers
At least three years of experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
IT environment

Senior Technical Relationship Manager Resume Examples & Samples

A minimum of a Bachelor's degree
A minimum of 5 years previous work experience within all of the following technical areas
Excel andPowerPoint presentation skills and superior communication Skills

Technical Relationship Manager Resume Examples & Samples

Develop a deep technical understanding of the customer’s business priorities, operational model/objectives, data center environment, data center architecture/roadmap, and their IT initiatives
Develop a deep understanding and knowledge of the Nutanix platform to facilitate the trusted advisor relationship
Embed in Customer’s day-to-day operations as Nutanix product expert/advisor and assist with operational planning and execution of administrative tasks by the customers
Act as an advocate of the customer and conduit into various Nutanix cross-functional teams & leadership, including Sales, Support, Engineering and Product Management
Highlight any operations issues both unique to the customer’s deployment of Nutanix and their IT environment and also those commonly experienced to facilitate visibility, risk mitigation and alignment to best practices
TRM will monitor unpublished issues, internal service bulletins and other exposure to proactively mitigate future issues
Conduct a regular cadence of operational review with the Customer on weekly incidents, field advisories, security vulnerabilities, and related root-cause analysis
Conduct quarterly business reviews and regular interactions with executive sponsors
Conduct or coordinate a quarterly health check on the customer’s environment
Coordinate issue management, escalation and resolution with Support and Engineering. Coordinate the delivery of consulting services
Extract and maintain account insights and capture in TRM 360view reporting platform
Establish direct relationship with account stakeholders (financial, management, operational) and have regular touch points to assess TRM value delivery
Ensure TRM value-added processes and deliverables adhere to the scope and compliance in delivery
Participate in Sales Account Planning and support account penetration/pipeline growth strategies

Senior IT Technical Relationship Manager Resume Examples & Samples

Ensure strategic sourcing partner delivers on SLA commitments in designated area, working with Supplier Management on enforcement of penalties / earn backs
Coordinating across technical towers as single point of contact for resolution of cross technology issues and requests
Work with strategic sourcing partner to validate design changes and project solutions to the assigned area of the Infrastructure environment. Work with Supplier Management on future cost implications of changes
Stay current on and investigate new technologies / capabilities in the Enterprise Infrastructure area that will bring value to Dean Foods. Drive strategic sourcing provider to evaluate enterprise infrastructure new technology / capabilities and make recommendations for their usage
Partner and actively engage external companies on Service Delivery Management, sharing and learning from best practices across the industry to ensure increased value from relationship with provider
Review and provide input to implementation project issues within each technical tower, engaging provider on remediation plan
Ensure effective change management efforts are applied to any projects making changes to the Enterprise Infrastructure environment
Review and confirm ARC (Additional Resource Charge) / RRC (Reduced Resource Credit) changes to Resource Unit numbers across towers
Review overall project resource requirements for projects in the Enterprise Infrastructure area, prioritize workload with sourcing provider and internal Infrastructure project manager
Mitigate team conflict and communication problems both internally and with strategic sourcing provider
Has management responsibility involving staffing, conducting performance appraisals, training and developing subordinates, promotions, salary increases, terminations, disciplinary actions, etc for 3-4 direct reports, consisting of individual contributors accountable for the delivery of services from the Strategic Sourcing provider
Bachelor’s degree in Information Systems or related discipline (Required)
7 years of experience in Infrastructure Services delivery with an external provider (Required)
Demonstrated experience in influence and leading change
Strong ability to hold others accountable for delivery of results across organizational and company boundaries
Detail technical knowledge in at least two of the key technical areas (IBM iSeries, WinTel, Storage, Network / Voice) and working knowledge in at least one additional area
Ability to analyze and solve problems as well as drive development and documentation of efficient processes
Broad knowledge of Operating Systems, Networks, and Dean Food’s business applications and systems
Proven ability to drive technical issues through external service provider, ensuring completion of Root Cause Analysis and oversight of implementing the action items to close problem
Excellent interpersonal skills with the ability to communicate technical subjects to non-technical audiences
Strong ITIL based Service Management knowledge and experience (with specific focus on Service Design, Delivery, and Operations)
Position will be based in Dallas, TX; no relocation assistance available

Senior Hardware Technical Relationship Manager Resume Examples & Samples

Ensures it is easy to do business with the Citrix Enterprise Support Service team
Coordinates the activities of Enterprise Support, Product Engineering and technical solution team members to meet contract obligations, proactively meet the needs of our Enterprise Support customers, and resolve customer technical challenges
Ensures that delivery costs are within or better than the delivery costs committed within the approved Citrix account model
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
Diagnoses and resolves ambiguous problems
As a customer advocate, builds strong trusted relationships within Enterprise Support Service customers in order to represent them within Citrix and be a part of their virtual team
Serve as a point of escalation for incidents that require urgent action, and head off potential problems via proactive support
Document and record all activity and communication with customers over telephone and email according to departmental standards of quality
Create and help maintain customer documentation such as welcome packs, technical account plans, and proactive communications
Travels to visit customers and hold regularly customer sessions
5+ years of hands-on relevant experience with Citrix products
5+ years of Networking experience in Citrix NetScaler, F5, Cisco, load balance technology, etc
Application Virtualization
Server Virtualization
Experience serving as a customer advocate; able to understand and articulate the needs of the client and deliver on those needs
Comfortable leading within matrix and cross-functional teams
Technical delivery or support experience preferred
Languages: English and relevant local language proficient

Technical Relationship Manager Resume Examples & Samples

Single-point-of technical contact for enterprise customers
Resolve customer technical issues and, when required, assign Service Requests to the best-possible resources to ensure fast resolution
Log service requests for the customer, and ensure that the customer is kept up to date on progress. Record hours spend servicing customer requests
Ensure that the customer is receiving relevant technical updates from Citrix (newsletters, security alerts, bulletins, etc.)
Support sale of technical services and products
Good knowledge and experience in computing and networking technologies, with appropriate certifications and qualifications
A Bachelor’s degree in Computer Science, or an equivalent qualification
Good knowledge and, ideally, demonstrable practical experience of virtualization technologies
Strong customer-service orientation and a minimum of 5 years of experience directly supporting end-customers
Excellent communication, negotiation and problem-solving skills
Very good self-management skills, such as personal organization and time-keeping
Ability to travel within EMEA, potentially at short notice
Fluent written and spoken Italian
Experienced in working and communicating with Senior Architects and Integrators
More than two years of experience directly supporting enterprise-level customers
Demonstrable experience of having deployed and/or supported Citrix virtualization technologies. Similar experience with competitor and partner technologies is also an advantage
Certifications on Citrix products (see list at citrixtraining.com under Certifications). Equivalent certifications from competitor or partner products are also an advantage
In-depth knowledge of Operating Systems, Networking, Storage,
German Language Skills are a must

Technical Relationship Manager Resume Examples & Samples

Fluent written and spoken English and Italian is imperative for this role
Certifications on Citrix products (see list at citrixtraining.com under Certifications)
Equivalent certifications from competitor or partner products are also an advantage

Technical Relationship Manager Resume Examples & Samples

Exemplary customer service attitude
Excellent problem solving and communication skills
Has knowledge of core Citrix products and foundational technologies
Technical specialization in at least one core Citrix technology (virtualization, networking, or mobility) and their common use cases
Advanced functional knowledge of the ecosystem in which Citrix products are used
Understand the produc roadmap, customer use-cases and provide input internally
Ability to manage difficult conversation with customer, restore customer confidence and if possible make it into an opportunity
Proven ability to communicate with technical contact level; written and verbal
Proactively seek ways to expand technical knowledge
Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications, experience
5+ years hands-on troubleshooting; experience with Citrix products is a plus
Possess Citrix Certifications of both CCA Level
Preferred industry level certifications, CCNP, MSCE, CCE
ITIL or PMP qualifications are preferred

Senior Technical Relationship Manager Resume Examples & Samples

Provide sales on a regular basis the visibility into potential opportunities and problem areas that could impact the relationship between the customer and Citrix
Act as an effective technical interface between the customer and Escalation / Product Development - by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise
Independently de-escalates / defuses complex customer situations by using appropriate communication planning and follow through that helps drive confident communication. * Consistently Influences new product and services deals within customer base along with assisting with the selling of TRM level Support services
Act as a SME (Subject Matter Expert) in at least two core Citrix products and demonstrates a solid technical understanding of the entire Citrix Delivery Center
Develop and deliver advanced technical training for internal and external audiences across multiple products or components
Creates proactive content that is made available for other TRMs to redistribute
Able to present to other groups or organizations within Citrix customer specific material
Identifies trends and prevents issues from occurring by being proactive
Deep understanding of Citrix Product within the customer's environment and understands how these are leveraged and the impact that they have on the customer's environment
Understanding where the sales opportunities are and how to best to help the Sales team in there goal
Builds advanced troubleshooting & debugging skills while pursuing 3rd party certifications
Able to provide teammates information in the form of Proactive emails, KB articles and other reference materials
Business English level
6+ years hands on troubleshooting experience; experience with Citrix Products is a plus
Possess Citrix Certified Enterprise Engineer (CCEE) certification or industry equivalent certification
Able to travel as required
To be considerate French Speakers

Technical Relationship Manager Resume Examples & Samples

In addition, the TRM must be presentable, flexible, dependable and have excellent time management skills. Some travel may be required
Demonstrates deep technical understanding in multiple core Citrix product lines, foundational technologies and has a good understanding of some of the advanced technologies
Ability to work across team to find most appropriate solutions for Citrix customers
Ability to work highly visible, sometimes stressful situations and be successful
Provide presentations to customers on various subjects some at ADHOC

Lead Technical Relationship Manager Resume Examples & Samples

Able to provide high quality short term TRM service and convert trial customers into Support agreement holders (SIP - Support Influenced Purchase)
Is comfortable acting as problem management lead, owning stakeholder communication with management and customers to help resolve the most technically complex, mission critical or politically hot customer issues
Provides feedback to Engineering regarding product quality, documentation and potential areas of training and product improvement across multiple products
Act as a SME (Subject Matter Expert) in at least three core Citrix products and demonstrates a solid technical understanding of the entire Citrix Delivery Center
Can show success in stakeholder management and is capable of interfacing the with relevant Sales management roles to continue to promote the TRM Services and assist in new business development
Assist with the screening and Interviewing process of potential new candidates. Acts as team mentor and onboarding of new hires
Is comfortable advocating and driving change in Citrix products or processes on behalf of the customer
Hosts and leads regular inter-team meetings
Is able to lead projects in all phases including the creation, tracking and delivery
Effortlessly understand most core Citrix products and foundational technologies with a deep understanding of many advance technologies
Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills
Understand the product direction and customer use-cases and provide input on product
9+ years hands-on troubleshooting; experience with Citrix products is a plus
Possess Citrix Certifications or industry equivalent certification
Proven ability to communicate with all levels; written and verbal

Senior Software Technical Relationship Manager Resume Examples & Samples

Develops a culture of continuous improvement within each account they oversee
Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience
As a trusted advisor, work with Enterprise Support Service customers to provide guidance and subject matter expertise where required and as appropriate in order to meet their business requirements through Citrix solutions. Bring in relevant systems engineers, consulting and sales teams when required
Manage concurrent medium to large complex projects to ensure full optimization of customer purchased technology and high value support services are received with specific focus on customer ROI
Provides feedback to Product Management and Engineering regarding customers’ emerging or unmet product needs
5+ years professional services experience, with specific focus in IT
The individual should be able to apply an understanding of one of the following areas of focus
Large/complex customer-facing enterprise experience
Ability to facilitate and harness cross‐team collaboration working with teams in person and virtually
Guided by long-term objectives and business requirements
Customer centric professional, passionate about the customer experience
Project management experience with proven methodologies
Understanding and application of ITIL practices
ITIL and/or PMP certification preferred

Senior Technical Relationship Manager Resume Examples & Samples

Single-point-of technical contact for enterprise support services customers
Build strong working relationship with named customer contacts, and develop in-depth understanding of the customer environment
Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap
Develop a good understanding of the customer environment, and use this knowledge to proactively drive improvements and efficiencies in Customer Support. Advise the customer on technical best-practices
Travel to the customer site to build relationship, carry out technical evaluations and assessments, and deliver support in break-fix situations
Work closely with other technical support teams, to ensure that service requests have the appropriate level of priority, and are closed to the customer’s satisfaction in a timely manner. Escalate issues where required, and drive progress to resolution on behalf of the customer
Issue regular updates to customers on service-request status and support metrics
Develop and maintain an excellent understanding of the Citrix support and product development organizations, in order to understand how to best-represent the customer
Advise the customer on Citrix certification programs and upcoming workshops and training events
Organize and deliver technical training to the customer and other TRMs
Maintain and continuously upgrade technical knowledge and certifications, in Citrix and related technologies

Technical Relationship Manager Resume Examples & Samples

Establish and manage regular conference calls to review outstanding items and on-going projects with customers
Resolve customer issues and maintain ownership until the problem resolved completely with minimal over site from more senior members of the team
Act as a SME (Subject Matter Expert) in at least one core Citrix product and develops an understanding of at least one adjacent product
Maintains account intelligence and delivers account briefings to management and Sales when renewal notifications are due
Is able to self-prioritize work items based on customer requirements and minimal instruction from Sr. teammates
Write and review complex technical articles and proactive emails on customer reported cases, product specifications, and previous experience
Creates proactive materials pertinent and targeted for one's own customers
Act as a resource for other teams as needed to troubleshoot and resolve specific customer issues
Visits each customer twice per year, driving the agenda and being primary account owner
Develop project management skills through participation in projects
Able to provide executive updates with minimal oversight or direction from management
Good experience in Citrix background - Netscalar, Cloudbridge & XenMobile
Hands-on experience in Networking, Routing, Switching and Load balancing
CCNA certification is a plus
Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications
3+ years hands on troubleshooting experience working in enterprise level environments
Possess CCA in two core products

Technical Relationship Manager Resume Examples & Samples

Provide proactive technical support and account management to high profile networking accounts within Citrix working complicated issues through to resolution
Be a point of escalation for incidents that require urgent action, and head off potential problems which you foresee with proactive support
Work closely with the support team by replicating customer issues and researching problems to the required SLA’s
Document and record all activity with the account
Provide support within the SLA’s provided and adhering to the department’s best practices
Provide quarterly site visits to maintain relationships with your accounts. (Maybe more or less frequent based on their requirements)
Fulfill the role of Subject Matter Expert (SME) for the customer in relation to the relevant Citrix products and advice on best practices relating to the customers environment
Provide enhancement request details to product specialists based on Customer requirements
Monitor contract expiration dates and engage sales resources to facilitate contract renewals
Monitor backlog of open cases for assigned customers
Provide information regarding training, seminars and upcoming events

Senior Technical Relationship Manager Resume Examples & Samples

Independently de-escalates / defuses complex customer situations by using appropriate communication planning and follow through that helps drive confident communication
Consistently Influences new product and services deals within customer base along with assisting with the selling of TRM level Support services
Understanding where the sales opportunities are and how to best to help the Sales team in their goal
6+ years hands on troubleshooting experience
2-3 years’ experience with Citrix Products is required for this role
Possess Citrix Certified Professional - Virtualization (CCP-V) certification or industry equivalent certification
Fluency in English mandatory, bilingual in French preferred, Flemish is a plus
LI-TB1

Senior Technical Relationship Manager Resume Examples & Samples

Act as the single-point-of technical contact for enterprise customers
Create strong working relationship with named customer contacts
Develop a good understanding of the customer environment to proactively drive improvements and efficiencies in Customer Support
Resolve customer technical issues and, route escalations (when applicable) to the best-possible resources to ensure fast resolution
Log customer service requests, keep them updated on progress, and record hours spend servicing these requests
Partner with other technical support teams to ensure service requests are prioritized correctly and are closed in a timely manner to the customer’s satisfaction
Deliver relevant technical updates from Citrix to customer (newsletters, security alerts, bulletins, etc.)
Deep understanding of Citrix Software products and solutions within the customer's environment and understands how these are leveraged and the impact that they have on the customer's environment
Able to provide teammates information in the form of proactive emails, KB articles and other reference materials
6+ years’ experience in a technical support and account management function is required for this role
5+ years’ experience directly supporting end-customers with strong customer-service orientation
Good knowledge and experience in computing and networking technologies
Demonstrable practical experience of virtualization technologies
Fluent written and spoken English and Italian is imperative for this role; additional preferred languages include Spanish, Portuguese, Balkans languages, or Arabic
Experience in working and communicating with Senior Architects and Integrators
2+ years of experience directly supporting enterprise-level customers
Prior experience working with regional clients in the government sector is a plus

Technical Relationship Manager Resume Examples & Samples

Previous Technical Account Management, Sales Engineering, or similar experience in a client-facing role
Technical understanding of modern web integrations using XML, data transfer, data integrity and security, and payment and data processing compliancy good practices
Good organizational, process, and project management skills
Strong communication/interpersonal skills; experience dealing with multiple international stakeholders, as well as clients
A flexible, hands-on approach with strong initiative and motivation to work in a constantly changing environment
Bachelor’s degree, preferably in Computer Science or Engineering or applicable work experience
Fluency in written and spoken English, plus at least one other language: German, French, Italian, Spanish, and/or Portuguese

Technical Relationship Manager Resume Examples & Samples

Use your account management and technical skills and experience to support our customers and ensure their development and success
Provide visibility to the sales team on a regular basis, into potential opportunities and problem areas that could impact the relationship between the customer and Citrix
Independently de-escalate / defuse complex customer situations by using appropriate communication planning and follow through that helps drive confident communication
Independently resolve the most technically complex, mission critical or politically hot customer issues
Consistently influence new product and services deals within customer base along with assisting with the selling of TRM level Support services
Deep understanding of Citrix software products (mainly XenApp and XenDesktop) and how these are leveraged within the customer's environment
Good account management skills with ability to manage hot situations
Understanding where the sales opportunities are and how to best to help the Sales team achieve their goals
Builds upon advanced troubleshooting & debugging skills while pursuing 3rd party certifications
2-3 years’ experience of having deployed and/or supported Citrix virtualization technologies such as XenDesktop and XenApp are required for this role,
Additional experience with other Citrix solutions preferred but not required
Demonstrable hands-on troubleshooting experience
Possess Citrix Certified Professional - Virtualization (CCP-V) certification or industry equivalent certification preferred

Technical Relationship Manager Resume Examples & Samples

Hands-on networking experience, preferably with layers L4 - L7 and SSL acceleration
A love and high level of skill in networking with exposure to NetScaler or other relevant load balancing products (i.e. F5, Brocade, Juniper, Riverbed, Barracuda, etc.)
Outstanding level of professional verbal and written communication that will translate well in a fast-paced business setting
Able to travel as required (20%)

Senior Technical Relationship Manager Resume Examples & Samples

Simply, it is the Enterprise Support Account Manager’s responsibility to ensure that it is easy to do business with the Citrix Enterprise Support team
Establish clear and open lines of communications with our Enterprise customers and implement an appropriate account governance model
Directs the efforts of others in the achievement of the strategic and operational objectives of the account
Responsible for the delivery of Enterprise Support service commitments to customers
Coordinates the activities of Enterprise Support, Product Engineering and technical solution team members to meet contract obligations and proactively meet the needs of our Enterprise customers
Analyzes long-term impact of new or anticipated strategies and decisions
Leads teams to solve abstract problems without precedent
Leads rigorous process and service improvement programs
Identifies opportunities for growth and innovation
Provides authoritative advice to top management based on deep subject matter expertise
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
As a trusted advisor, work with Enterprise executives to provide guidance and subject matter expertise where required and as appropriate in order to meet their business requirements through Citrix solutions. Bring in relevant systems engineers, consulting and sales teams when required
Serve as a point of escalation for incidents that require urgent action, and head off potential problems which you foresee with proactive support
Adhere and maintain Enterprise Support best practices
Work closely with sales account managers to target possible new customers
Provide minimum of quarterly site visits to maintain relationships with your accounts. (Maybe more or less frequent based on customer requirements)
5 to 8+ years professional services experience, with specific focus in IT preferred
Project and Program management experience (ITIL & PMP certification preferred)
Customer relationship management experience – large/complex enterprise, customer-facing, and executive level customer relationship and account management experience desired
Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
Ability to facilitate and harness cross-team collaboration working with teams in person and virtually
Enthusiastic, personable and flexible
Experience presenting and communicating with VP/CXO level executives

Lead Technical Relationship Manager Resume Examples & Samples

8-10+ years professional services experience, with specific focus in IT
Customer relationship management experience – large/complex enterprise, customer- facing and executive level customer relationship and account management experience desired
Ability to facilitate and harness cross- team collaboration working with teams in-person and virtually
Consultative experience and demonstrable problem-solving skills
Project and Program Management experience
Ability to prioritize within a high workload
Experience presenting and communicating with VP/CXO-level executives

Lead Networking Technical Relationship Manager Resume Examples & Samples

Document and record all activity with the account from a technical perspective, communicate within the business to other stakeholders such as engineering, sales, TSG or operations when required
Fulfil the role of Subject Matter Expert (SME) for the customer in relation to the relevant Citrix products and advice on best practices relating to the customers environment
Obtain and maintain a detailed understanding of the customer environment
Keep customer contact list up to date to ensure that the relevant contacts are receiving the value information that the TRM will provide
Immediate communication on sensitive issues that may impact relationship with customer
Monitor backlog of open cases for assigned customers, provide periodic status reports in accordance with agreed SLA’s
Create Knowledge Base articles, webcasts and white papers to help increase customer awareness of complex issues
Perform periodic customer review sessions regarding technical support status and issues
Compose Technical Newsletters on specialized Citrix subjects
Compile and send monthly reports on Technical Support cases, opened, in progress and closed for that month
Keep track of any non-public Citrix issues and Hotfixes in case they are relevant to the customer, preempting issues before they arise
Resolve technical issues, bringing in Engineering resources where needed
Visit customers in person on a regular basis, creating and agreeing an agenda with the customer in advance
Independent problem solving skills
Ability, initiative and accountability to execute broad assignments requiring minimal direction
Solid professional communication skills
Fluent in English and another EU language
Degree level education (Computer Science) or equivalent experience
Experience as Consultant or providing Technical Support within a customer facing environment
A good working knowledge of the administration features of Microsoft and UNIX/Linux operating systems
In-depth understanding of network-related technologies and concepts such as Web (HTTP, session tracking), encryption (SSL/TLS, certificates), encapsulation (VPN), transport (TCP, flow control, buffering, UDP), network (IP, ARP, DNS), Ethernet (VLANs, LACP, VRRP)
Load Balancers (e.g. Foundry ServerIron, Alteon, NetScaler, F5 BigIp, Cisco CSS)
Network Operating Systems (e.g. IOS, CatOS, JunOS)
Server Operating Systems (FreeBSD and Linux)
Internet Software (Apache, BIND, IIS)
Network monitoring and management (e.g. nagios, mrtg/rrd, snmp)
Concepts such as proxying, caching, traffic prioritizing/throttling, routing, switching
Authentication, Authorisation and Auditing (AD/LDAP, ticketing (Kerberos), RADIUS)
Understanding of the abstract networking concepts in the OSI 7-layer model
Experience with protocol analyzers such as Wireshark or tcpdump is a big plus
Knowledge of programming concepts and languages (C, C++, Java, Perl, bash) is a plus
Security (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS)
Working knowledge of routing protocols (RIP, OSPF, BGP)
Strong working knowledge of commonly used appliances (load balancers, cache devices, packet shapers, protocol analyzers)
An excellent understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols
Working knowledge of secure Web application delivery, TCP/IP protocol stack, application layer protocols
A working knowledge of common switching and routing products
In-depth knowledge of Layer 4-7 load balancing and SSL acceleration
UNIX/Linux knowledge (Regular Expressions, shell, core utils, openssl) is a plus
Web application development knowledge (JSP, javascript, cookies, apache/httpd) is a plus

Senior Technical Relationship Manager Resume Examples & Samples

Bachelor of Science in Computer Information Systems, Computer Science or similar degree or equivalent experience with advanced industry certifications
Ideally 3+ years of hands-on relevant experience troubleshooting Citrix products like XenApp, XenDesktop and XenServer
Able to travel as required (25% regionally)

Technical Relationship Manager Resume Examples & Samples

Impeccable written and verbal communication
Experience preparing and reviewing technical documentation
Experience working and reporting cross-functionally
Knowledge of web standards (CSS / HTML / Markdown)
Proven understanding of Apple News Format (JSON)
A passion for digital publishing and experience with Content Management Systems

Technical Relationship Manager, North Asia Resume Examples & Samples

Ownership of the customer technical engagement with focus on high levels of customer satisfaction, driving customer value, maximizing revenue growth and customer retention
Proactively manages service quality, and mitigates service risks in a way that not only responds to immediate needs but addresses the root cause
Own the technical relationship with the customer maintaining a thorough understanding of the customers’ business roadmap and strategic priorities, technology architecture, processes and systems
Engages customers as a trusted advisor and positions Thomson Reuters propositions to drive further value, innovation, enhance their business, and workflow. Ability to articulate Thomson Reuters open platform strategy, content and solutions to customers
Stays current on all relevant Thomson Reuters propositions; understand competitor solutions and strategies to best support the Thomson Reuters account teams
Possesses and proactively maintains a broad knowledge of emerging technologies and key trends within the financial markets, able to communicate these internally and externally with customers, events and conferences as required
Actively participates at regional or local customer service forums within Thomson Reuters and with customers
Own and develop relationships with the frontline account management and specialist sales, service and support organizations to provide customer technical insight. Align with internal teams to build, innovate and execute account plans
Communicate customer risks internally that will secure and co-ordinate resources necessary to retain priority contracts, projects & initiatives
Support the project management office to ensure successful task execution
Experience in a technical role, systems development and/or integration in a financial organization
Demonstrates strong business acumen and good understanding of the financial markets
Good client engagement and relationship development skills and have the ability to articulate customer requirements and priorities
Knowledge and experience with Thomson Reuter’s products and technologies is able to align Thomson Reuters solutions/ offerings with business operations and customer workflow(s)
A confident communicator, expresses ideas and points of view in written documents, proposals and presentations in a well-structured, concise, and effective manner to suit target audiences
Effectively engage and work across diverse teams (function/geography)
Good interpersonal and team leadership skills to manage through influence
Ability to drive and deliver resolutions to problems in a high-pressure time-sensitive environment
Ability to manage multiple parallel work streams with accountability to different groups, and to maintain timely progress on medium and long-term efforts
Upholds Thomson Reuters values of Trust, Partnership, Innovation and Performance

Senior Technical Relationship Manager Resume Examples & Samples

Establish clear and open lines of communication with our Enterprise Support Service customers and implement an appropriate account governance model
Provides authoritative advice to customers based on deep subject matter expertise
Adhere to and maintain Enterprise Support Service best practices
Conduct site visits to maintain relationships with accounts
Bachelor’s degree in computer science, electrical engineering, or related field; or equivalent experience
ITIL & PMP certification preferred

Technical Relationship Manager Resume Examples & Samples

Develop a deep (and technical) understanding of the customer’s business priorities, operational model/objectives, data center environment, data center architecture/roadmap, and their IT initiatives
Maintain awareness of customer operations as Nutanix product expert/advisor and assist with operational planning, risk management and act as an advisor for deployments
Highlight any operations issues both unique to the customer’s deployment of Nutanix and their IT environment and those commonly experienced to facilitate visibility, risk mitigation and alignment to best practices
Conduct quarterly onsite business reviews and regular interactions with executive sponsors
Conduct or coordinate a twice-yearly health check on the customer’s environment
While not dedicated to the customer, visit customer site on a weekly or otherwise appropriate regular basis to facilitate development of trusted advisor relationship

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