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Technical Support Account Manager
Il y a 2 mois
We are seeking a highly skilled Technical Support Account Manager to join our Service Management Team. As a key member of our team, you will be responsible for managing a portfolio of high-value customers, ensuring their long-term satisfaction and experience with our offering.
Your Impact- Represent PTC with major international customers, ensuring their needs are met and exceeded.
- Develop and execute risk mitigation plans to ensure long-term customer retention and loyalty.
- Provide valuable insights to customers, helping them optimize their adoption of our products and services.
- Collaborate with internal teams to drive execution of customer-centric initiatives.
- Analyze customer health metrics to identify opportunities for growth and improvement.
- Execute and oversee all PTC Service Management deliverables for your customers.
- Establish and maintain governance models and service reviews with customers to ensure successful long-term partnerships.
- Act as the primary point of contact for customer escalations, coordinating with internal teams to resolve issues.
- Deploy repeatable processes and best practices using the Services ITIL framework.
- Identify operational risks impacting customer satisfaction and develop mitigation plans.
- Proven track record in customer-facing roles, with a focus on complex project lifecycles.
- Excellent verbal and written communication skills, with the ability to create and build relationships with customers at all levels.
- Strong analytical skills, with the ability to analyze customer needs and issues to define proactive actions.
- Ability to lead teams and drive execution of risk mitigation plans.
- Background in program management, with PMP and ITIL certifications a plus.
- Bachelor's degree in computer science or a related field.
- 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.
- Fluent English level.
- German and/or French is a plus.
