Technical Support Account Manager
il y a 4 jours
OverviewThe Technical Support Account Manager manages a portfolio of SaaS and On-Premise customers. They advocate for the best interest of our clients and support 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 Recurring 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 offeringBe identified by customers as a trusted advisor and influential problem solverRepresent customers internally to provide insights that impact PTC’s strategyPlan and execute risk mitigation plans to ensure long-term customer retention and loyaltyEnsure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metricsYour Day-To-DayExecute and oversee all PTC Service Management deliverables for your customersEstablish & handle governance model and Services reviews with customers to ensure successful long-term partnershipsAct as main point of contact for escalations, coordinating PTC ecosystem resources to resolve customers’ issues, oversee support requests and change management processDeploy repeatable processes and best practices using ITIL frameworkIdentify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account teamUnderstand customers’ business processes to optimize adoption of PTC products and servicesWork with Software Operation delivery team to ensure programs are delivered on-time and with qualityAnalyze and report on customers system performance metrics (especially SaaS environments)Assist customers with business model strategies about On-Premise and SaaS servicesPreferred Skills, Knowledge & ExperienceMotivation for client services and account managementFocus on complex project lifecycleExperience with CAD and PLM softwareStrong sense of urgency, working well under pressure and deadlinesAbility to create, build & manage relationships with customers at all levelsAbility to analyze client needs and issues to define proactive actionsAbility to lead teams and drive execution of risk mitigation plansBackground in Program Management: PMP & ITIL background or certification a bonusBackground in Enterprise software implementation or supportBasic QualificationsBachelor’s degree in computer science or a related fieldExperience with CAD and PLM software5 years of experience in Customer Service or account management functionsKnowledge of SaaS-based and/or Cloud-based business models in the software industryLanguagesFluent French and EnglishGerman is a plusSeniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesSoftware DevelopmentWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
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Technical Support Account Manager
il y a 3 jours
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