Richard Mann

Experience

• 

  Permanent TSB

  Nov 2011 - Jul 2013

  Systems Administrator
• 

  Citrix

  Jul 2013 - now

  Responsible for overall Priority service delivery, renewal, and expansion within Northern Europe.Act as senior management point of contact across the region, assisting with onboarding, strategic & executive business reviews, and high severity customer escalations. Successfully identify and design bespoke Priority Service solutions to meet new customer requirements based on their business and technical objectives.Drive industry-leading customer satisfaction and retention across account portfolios, ensuring local managers are meeting success measures.Build strong cross-functional working relationships with Sales, Product Engineering, and Professional Services to identify new opportunities, product enhancements, and drive recurring annual revenue. Show less Responsible for the EMEA Mobility and Networking Technical Support Teams within Citrix Systems • Ensuring Quality 24x7 Global Technical Support coverage across multiple channels - phone, eService, web portal and chat - in both L1 and L2 teams. • Driving performance and standards to meet targets relating to NPS, CSat, Time-to-Close, First Day Resolutions, SLAs, KCS, Problem Analysis (KT), etc. • Conducting performance reviews and providing regular feedback through 1-1 sessions. • Setting team and engineer goals and evaluating performance on a quarterly and yearly basis. • Successful development and retention of team members through personalized career development plans for each employee. • Tracks, monitor and regularly reports on team's operations to EMEA Senior Director • Critical Situation Management for Enterprise Customers, Escalations, Partners and Professional Services teams. • Liaising with regional EMEA Management and Sales on critical sales opportunities • Conducting interviews, hiring new individual contributors, and providing cultural, operational and technical onboarding. • Developing an environment that is open and creative, and promotes accountability. • Driving process change and improvements within the team and the organization through on-going projects. • Delivering Product and System training to relevant Tech Support Managers. Show less

  • Senior Manager, Technical Accounts, Customer Success Services

    Oct 2021 - now

  • Senior Manager, Technical Support and Customer Success

    Jan 2017 - Oct 2021

  • Citrix Networking Manager

    Jun 2016 - Jan 2017

  • Senior Technical Lead Engineer

    Jan 2016 - Jan 2017

  • Technical Lead Engineer

    Oct 2014 - Jun 2016

  • Technical Support Engineer

    Jul 2013 - Oct 2014