David Edrich Email & Phone Number

United States

Ft. Lauderdale, Florida, Usa

Own the client strategy and ensure its execution with (7+) Citrix Enterprise accounts. Accountable for driving customer end-user adoption, retention, and support future expansion. Train and mentor project team members, manage day-to-day Priority Services efficiencies and create strategies to optimize productivity. Customer Success═══════════════» Develop the customer journey and the necessary playbooks that scales and enables Citrix to effectively launch, onboard, and retain customers. Assist accounts with design and developing test, implementation, and maintenance projects of Citrix products.» Define world-class change management best practices that influence transformation within customers to drive adoption of best practices and new functionality toward optimal utilization of the platform.» Recipient of Customer Success & Advocacy Badge (2020); and Customer Success Global Impact Award, (2019).Sales Engineering ═══════════════» Work collaboratively with the Sales team, Engineering, Product, and the leadership team to define go-to-market strategy and deliver bookings.» Meet key metrics for assessing customer satisfaction and churn risk, and partner with Sales to identify opportunities.Project/Program Management══════════════════════════» Lead multiple project teams utilizing Agile best practices. Take personal ownership of issues encountered during delivery projects and new system implementations ensuring a high degree of accuracy with all communications/deliverables according to SLAs.» Active member of Priority Service Delivery team and Program Manager of the Global Priority Operations.Staff Leadership═════════════» Promote a team culture by assisting and mentoring fellow Citrix employees to enhance their professional development.» Develop roles and responsibilities for new pooled Priority Service team. Mentor and share knowledge through weekly meetings, Q&A, and new tools resulting in improved customer relations, and renewals.

United States

Led priority engagements with internal Citrix products and services teams, as well as 3rd party vendors, to provide best-in-class customer service and satisfaction to enterprise clients. Understood customer goals, defined successes and challenges, developed and executed delivery of Success Plans, KPI’s and Performance Scorecards to facilitate resolutions.Customer Success/Thought Leadership═════════════════════════════════» Served as trusted advisor within Citrix consulting partners on business process enhancements based on customer best practices, business knowledge, and visibility into current vs. future product capabilities.» Reviewed case metrics, SLA’s and SLT’s to ensure that cases were being handled properly throughout their lifecycle. Drove action plans for cases to keep them moving through the various internal and external support channels.» Worked with critical situation team to manage all politically challenging issues with minimal oversight or guidance from management.Sales Engineering═══════════════» Partnered with Sales counterparts around serving customer’s needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships to identify new education or consulting service opportunities.» Created technical and business content via formal presentations and webinars in addition to performing business operational reviews.Select Accomplishments═════════════════════» Received the Innovation Award for creating, developing, and updating various key team projects to enhance TAM program deliverables, efficiency and productivity, FY17-18.» Co-Chair of Center of Excellence for Commercial Services, Tableau reports, TRM Case Re-assignment, backup program.» Recognized as the 1st successful Priority Support Account Manager, FY18.

Served as single point of contact for (10-12) dedicated customer accounts with emphasis on Renewals.» Consolidated original processes and workflows to a standard repository (TRM Handbook) which ensured a simple and efficient means to onboard TAMs and increased Time-to-Value (TTV) to 2 weeks.» Analyzed and assessed complex processes and systems of partner's business to generate and provide KPI reporting from Siebel and Salesforce for Citrix management and TAMs.Select Accomplishments═════════════════════» Citrix Key Win of the Quarter, FY16.» Services Hall of Fame of Inductee, FY15.» Moderator for Citrix Technical Professional (CTP) forums to ensure Citrix Evangelists developed and maintained product expertise to create client resources, support articles, and provide valuable communications.» Promoted 3xs during this time frame for outstanding performance, FY08-FY/16.

Fort Lauderdale, Florida, United States

Provided dedicated technical support to Fortune 100 clients for Unix and Web enterprise products and solutions. Served as a technical lead and mentor providing technical support or leadership in the development and continual improvement of service. » Delivered enterprise support through remote interactions at office and project locations identifying opportunities to improve the overall user experience. Supported users actively monitoring assigned tickets to resolve IT support requests within the established service level demands. Documented activities thoroughly, closing 100% of tickets per day.» Received many Kudos and positive feedback in customer surveys for outstanding customer service. » Consistently exceed all performance metrics, recognized for mentoring junior techs and was promoted 3xs, FY00-FY08.

Fort Lauderdale, Florida, United States

Responsible for evaluating & solving Unix (SCO) & NT Firewall technical issues for Fortune 50 accounts. » Troubleshot any software and hardware problems through debugging, testing and implemented cost effective solutions to correct problems.» Successfully installed Unix & NT Firewalls while solving any software and/or hardware issues that arose» Successfully troubleshot routing and connectivity TCP/IP issues in a Client & Server environment.