When Citrix pioneered remote access, we believed people should be able to securely work from anywhere in any way they needed. Three decades later, that’s more true than ever. It’s what drives us to create technology that transcends the constraints of time, place, infrastructure, networks, and devices. And it’s the reason organizations around the world trust us to keep their apps available, their data safe, and their people productive – wherever and whenever work happens. Citrix’s advanced virtualization, networking, endpoint, and security solutions have been integral to our customers' strategic goals for over 30 years and have helped define what’s possible in a dynamic, Zero Trust world. Over that time, we’ve continued to develop industry-leading solutions like Citrix DaaS, Citrix Cloud, NetScaler, Unicon, Secure Private Access (SPA), Enterprise Browser, Endpoint Management (MDM/MAM), XenServer, uberAgent, and more. About the Role: The Account Technical Strategist is a vital resource for customers, partners, and fellow team members working together to solve business problems for Enterprise, ISV, and Application Service Provider customers. They use their extensive experience with virtualization, networking, and security technologies to develop comprehensive strategies that deliver value for our customers. As an Account Technical Strategist on the North American Enterprise Markets team, you will drive value creation for our customers by identifying which critical features of our solutions help support their business today and which additional solutions of ours can help them achieve their goals tomorrow. This includes identifying new solutions that add value to customers you support, building new relationships within those customers, and aligning the long-term goals of your customers with those of Citrix. What You Will Do: - Develop strategic partnerships and relationships with your customers’ technical stakeholders, key decision makers, and executives - Identify critical revenue-generating use cases our solutions support for our customers - Define a customer success roadmap that strengthens critical customer use cases and increases adoption of our solutions - Coordinate cross-functional teams and resources to ensure customer success goals are met - Describe the value our solutions provided at both a business and technical level in an easily understandable way - Overcome technical or business objections while moving a sales cycle forward - Assess how Citrix and/or NetScaler solutions can meet customers’ business priorities - Establish and maintain a regular cadence of meetings with your customers - Be a trusted primary point of contact for customer stability and technical support concerns - Deliver product demonstrations and technical presentations remotely or on-site - Design and build multi-product proof of concept solutions for customer evaluations - Provide thought leadership on the latest industry trends and insights - Maintain a comprehensive understanding of competitive solutions and offerings - Contribute to the broader teams’ value creation and technical mindshare What You Will Bring: - 6+ years of presales, sales engineer, solution engineer, field CTO, or professional services experience - 6+ years supporting, designing, or delivering enterprise technology solutions - Recent experience with both Citrix Platform and NetScaler Platform technologies - Comprehensive knowledge of business value drivers for critical technology purchases - Ability to adapt technical presentations to audiences with varying levels of technical expertise (e.g. IT administrators, directors, business stakeholders, and executives) - Analytical and negotiation skills, particularly at the C-level - Excellent written and verbal communication skills - Ability to travel at least 60% of the time to customer sites, corporate offices, and events What Will Help You Standout: - Experience working with service providers, ISVs, and channel partners - Bachelor’s Degree in Computer Science (or related field) or relevant work experience - Proven record of success in driving customer adoption of technical solutions with Enterprise sales teams - Experience with multi-tenant, Zero Trust, identity access management (IAM), web proxy, role-based access control (RBAC), virtual desktops (e.g. VDI, DaaS), virtual applications, server virtualization, web applications, networking, enterprise browser, remote access, think clients, endpoint management (e.g. MDM, MAM), web application firewall (WAF), and/or observability solutions - Experience with Microsoft Azure, Amazon Web Services, and Google Cloud Platform Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance. NY generally ranges: $140,844-$211,266 CA generally ranges: $146,968-$220,452 All other locations fall under our General State range: $122,473-$183,709 Benefits may vary depending on the nature of your employment with Cloud Software Group and the country where you work. U.S. based employees are typically offered access to healthcare, life insurance and disability benefits, 401(k) plan and company match, among others. This requisition has no specific deadline for completion.About Us: Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 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 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 via the Bridge portal for assistance.

• Own the post-sales technical relationship for a portfolio of customers leveraging the company’s global cloud compute, networking, and storage platforms. • Drive successful onboarding, manage ongoing technical health, and ensure customers realize long-term value and growth using the company’s CPU-based IaaS offerings. • Lead onboarding for new CPU customers: environment setup, architecture validation, networking configuration, and workload migration planning. • Advise on best practices for compute, storage, snapshots, networking, security, HA/DR, and scaling. • Review customer architectures and provide optimization recommendations to improve performance, and increase reliability. • Serve as the primary post-sales technical point of contact for assigned accounts. • Conduct regular technical reviews and QBRs to track progress, risks, consumption, and upcoming needs. • Develop deep understanding of customer workloads and use cases (applications, databases, microservices, etc.). • Coordinate internal escalations with Support, SRE, Networking, Engineering and Product Management to ensure timely resolution. • Identify systemic issues and advocate for customers in cross-functional conversations. • Document incident reviews and communicate root cause, corrective actions, and preventative plans. • Identify opportunities for customers to adopt additional compute types, storage offerings, networking features, managed databases, and orchestration services. • Partner with Sales to support expansion cycles with technical insights and validation. • Monitor utilization patterns and proactively recommend optimizations. • Provide structured feedback to Product teams on compute, storage, and networking capabilities. • Participate in beta programs with customers.

We are looking for a Global Technical Success & Escalation Manager to serve as Jabra's internal owner of business-critical escalations across our most strategic global enterprise accounts. This is a high-visibility, high-impact role that sits at the center of Sales, Product Management, Technical Support, and R&D — the connective tissue that ensures complex customer issues get the right people, the right urgency, and the right resolution. When a major account issue is escalated by Sales, you take the wheel. You will own the end-to-end lifecycle of that escalation: triaging the problem, mobilizing the right internal stakeholders across Product and R&D, driving accountability to resolution, and communicating clearly with both the customer and Jabra leadership throughout. You are equally comfortable in a technical deep-dive with an engineer and an executive status call with a CIO. This role is being built within Jabra's growing Enterprise Services organization. While escalation management is the primary focus today, this position is intentionally designed to evolve — as the services function matures, you will increasingly take on a Technical Account Manager role, proactively owning the technical relationship and strategic health of your accounts. Candidates who are excited about building something, not just running a playbook, will thrive here. Key Responsibilities: Escalation Ownership & Management - Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem. - Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources. - Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines. - Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue. - Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders. - Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution. - Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines. Cross-Functional Stakeholder Navigation - Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on. - Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers. - Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization. - Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support. - Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents. Required Qualifications - 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment. - Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure. - Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way. - Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D. - Broad ecosystem awareness across the audio, video, and UCC landscape — understanding how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments. - Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO. - Experience producing executive-facing RCAs, incident communications, and escalation status reports. - Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency. - Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one. Preferred Qualifications: - Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct). - Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems. - ITIL certification or demonstrated knowledge of ITIL service management frameworks. - Experience working in a globally distributed team across multiple time zones. - Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent). - Understanding of enterprise network best practices and experience working with enterprise IT organizations - Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges. - Be part of a close-knit global team that values technical depth, customer empathy, and accountability. - Competitive compensation package including base salary, performance bonus, and comprehensive benefits. - Flexible remote-first work model with a culture that trusts you to own your outcomes. - A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes. We believe that your personality is an important factor leading to success in the role There is a lot of stakeholder management in this role, and we expect you to collaborate naturally with others to create results. You thrive in an environment with a strong entrepreneurial spirit which requires that you are self-driven and can effortlessly create structure in your work and projects. You naturally take accountability for projects, and we expect that you are analytical and data driven. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $100,000.00 to $140,000.00 base with an additional sales incentive compensation plan. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays. We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process Jabra welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. View the Pay Transparency Nondiscrimination Provision E-Verify: GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation: If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. #LI-Jabra

We are looking for a Global Technical Success & Escalation Manager to serve as Jabra's internal owner of business-critical escalations across our most strategic global enterprise accounts. This is a high-visibility, high-impact role that sits at the center of Sales, Product Management, Technical Support, and R&D — the connective tissue that ensures complex customer issues get the right people, the right urgency, and the right resolution. When a major account issue is escalated by Sales, you take the wheel. You will own the end-to-end lifecycle of that escalation: triaging the problem, mobilizing the right internal stakeholders across Product and R&D, driving accountability to resolution, and communicating clearly with both the customer and Jabra leadership throughout. You are equally comfortable in a technical deep-dive with an engineer and an executive status call with a CIO. This role is being built within Jabra's growing Enterprise Services organization. While escalation management is the primary focus today, this position is intentionally designed to evolve — as the services function matures, you will increasingly take on a Technical Account Manager role, proactively owning the technical relationship and strategic health of your accounts. Candidates who are excited about building something, not just running a playbook, will thrive here. Key Responsibilities: Escalation Ownership & Management - Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem. - Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources. - Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines. - Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue. - Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incidents; present findings to both internal leadership and customer stakeholders. - Identify recurring escalation patterns across accounts and proactively surface systemic product or process issues to Product Management and R&D to drive long-term resolution. - Maintain a living escalation log and dashboard that provides leadership with real-time visibility into open issues, risk levels, and resolution timelines. Cross-Functional Stakeholder Navigation - Act as the bridge between Sales and the technical organization — translating customer impact into internal urgency, and technical status into language customers and executives can act on. - Build trusted working relationships with Product Management and R&D so that escalations move quickly and roadmap feedback from major accounts reaches the right decision-makers. - Partner with Sales leadership to ensure escalation intake is consistent, well-documented, and triaged appropriately before it reaches the technical organization. - Represent the voice of the customer in internal forums, ensuring that recurring enterprise pain points influence product direction and are not lost in the noise of day-to-day support. - Contribute to escalation playbooks, resolution templates, and internal knowledge resources to improve how the broader organization handles future incidents. Required Qualifications - 7–10+ years of experience in technical escalation management, enterprise technical support, or technical account management within a B2B technology environment. - Demonstrated track record of owning and resolving business-critical escalations for Fortune 500 or global enterprise clients — including cross-functional stakeholder coordination under pressure. - Proven ability to navigate between Sales, Product Management, Technical Support, and Engineering organizations to drive issues to resolution without losing the customer relationship along the way. - Strong technical knowledge in at least one of the following: enterprise headset and audio/video endpoint hardware, professional video conferencing devices, or enterprise device management and fleet operations — with enough hands-on depth to credibly diagnose issues and engage with R&D. - Broad ecosystem awareness across the audio, video, and UCC landscape — understanding how devices, software, UC platforms (Microsoft Teams, Zoom, Cisco WebEx), and endpoint management tooling interact in enterprise environments. - Excellent written and verbal communication skills: equally effective in a technical troubleshooting session with an engineer and a priority escalation call with a CIO. - Experience producing executive-facing RCAs, incident communications, and escalation status reports. - Self-directed and highly organized — capable of managing multiple concurrent escalations and account relationships without losing attention to detail or urgency. - Comfortable working in an evolving, build-it-as-you-go environment; someone who can operate without a fully defined playbook and contribute to building one. Preferred Qualifications: - Hands-on experience with Jabra products across the headset, speakerphone, and video device portfolio — including familiarity with Jabra management software (Jabra Plus, Jabra Xpress, Jabra Direct). - Experience with contact center audio technology, professional AV, or enterprise peripheral ecosystems. - ITIL certification or demonstrated knowledge of ITIL service management frameworks. - Experience working in a globally distributed team across multiple time zones. - Proficiency in CRM and ticketing platforms (Salesforce, Dynamics ServiceNow, ADO, Jira, Aha, or equivalent). - Understanding of enterprise network best practices and experience working with enterprise IT organizations - Work with iconic global enterprise brands on genuinely complex, high-stakes technical challenges. - Be part of a close-knit global team that values technical depth, customer empathy, and accountability. - Competitive compensation package including base salary, performance bonus, and comprehensive benefits. - Flexible remote-first work model with a culture that trusts you to own your outcomes. - A clearly defined growth path from escalation management into Technical Account Management as Jabra's Enterprise Services capability scales — you will help shape what that function becomes. We believe that your personality is an important factor leading to success in the role There is a lot of stakeholder management in this role, and we expect you to collaborate naturally with others to create results. You thrive in an environment with a strong entrepreneurial spirit which requires that you are self-driven and can effortlessly create structure in your work and projects. You naturally take accountability for projects, and we expect that you are analytical and data driven. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $100,000.00 to $140,000.00 base with an additional sales incentive compensation plan. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays. We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process Jabra welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. View the Pay Transparency Nondiscrimination Provision E-Verify: GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation: If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. #LI-Jabra