Technical Support Account Manager

il y a 1 jour

AixenProvence, France PTC Temps plein

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 ImpactRepresent 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-DayExecute 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,Great verbal & written presentation skills,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 QualificationsBachelor’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 industryLanguagesFluent French and English levelGerman is a plus

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