Technical Support Account Manager

The Technical Support Account Manager manages a portfolio of SaaS and On-Premise customers.

He or she advocates for the best interest of our clients and is an essential contributor that supports the delivery of a superior customer experience enabling the achievement and expansion of PTC business objectives and offerings.

You will be part of PTC's Service Management Team, responsible for managing $400 million of Annual Recurrent Revenue (ARR) for both SaaS and On-Premise customers. You will join an internal team of Service Managers located worldwide, including North America, Romania, France, Germany, and Japan.

Your Impact

• Represent PTC with major international customers (top-tier, Fortune 500…),
• Ensure customer long-term experience and satisfaction with PTC’s offering,
• Be identified by customers as a trusted advisor and influential problem solver,
• Represent customers internally to provide insights that impact PTC’s strategy,
• Plan and execute risk mitigation plans to ensure long-term customer retention and loyalty,
• Ensure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics.

Your Day-To-Day

• Execute and oversee all PTC Service Management deliverables for your customers,
• Establish & handle governance model and Services reviews with customers to ensure successful long-term partnerships,
• Act as main point of contact for escalations, coordinating PTC eco-system resources to resolve customers’ issues, overseeing support requests and change management process,
• Deploy repeatable processes and best practices using Services ITIL framework,
• Identify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account team,
• Understand customers’ business processes to optimize adoption of PTC products and services,
• Work with Software Operation delivery team to ensure programs are delivered on-time and with quality,
• Analyze and report on customers system performance metrics (especially SaaS environments),
• Assist customers with business model strategies about On-Premise and SaaS services.

Preferred Skills, Knowledge & Experience:

• Motivation for client services and account management,
• Focus on complex project lifecycle,
• Experience with CAD and PLM software.
• Strong sense of urgency, working well under pressure and deadlines,
• Ability to create, build & manage relationships with customers at all levels,
• Ability to analyze client needs and issues to define proactive actions,
• Ability to lead teams and drive execution of risk mitigation plans,
• Background in Program Management: PMP & ITIL background or certification a bonus,
• Background in Enterprise software implementation or support.

Basic Qualifications

• Bachelor’s degree in computer science or a related field,
• Experience with CAD and PLM software.
• 5 years of experience in Customer Service or account management functions,
• Knowledge of SaaS-based and/or Cloud-based business models in the software industry