Customer Success Manager

The Senior Customer Success Manager is a critical component within the account team. This position emphasizes significant contributions to customer outcomes and value realization and delivers robust account management support. It offers the opportunity to interface with senior leaders, provide guidance to executive, program, and technical teams, and act as the voice of the customer within PTC.

Customer Success Managers are naturally curious about PTC solutions and their domains of use. They seek hands-on experience working with experts in the field to understand best how PTC’s solutions help our customers meet their business objectives. If you enjoy developing domain and relationship management experience, we want you to join our team.

Responsibilities:

• Ensure North America’s customers receive delighted experiences with PTC solutions.

• Advance PTC’s relationship with Direct Strategic/Enterprise and Commercial customers.

• Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive customer outcomes, which lead to expansion and renewal.

• Function as a trusted advisor for the client’s executive, program, and technical teams, collaborating tightly with PTC stakeholders.

• Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience and product quality and identify market growth opportunities.

• Contribute as an integral account team member (s); correctly identify and react to new threats/opportunities, maintain proactive engagement, and provide account management support.

• Effectively manage adoption programs for key accounts designated by the Customer Success and Sales Regional Directors.

• Ensure a rapid and successful adoption of any acquired solutions and make sure that customers realize value from these solutions.

Competencies:

• Integrity & Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner. You keep confidences, admit your mistakes and never misrepresent yourself or the company for personal gain.

• Composure: You thrive in ambiguous environments, stay calm under pressure and do not become defensive or irritated, and are the one who can be counted on to hold things together during tough times.

• Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network. You are an expert at understanding the culture of organizations and how to navigate them while building and maintaining consistent key policies, practices and procedures to provide a consistent high level client experience.

Basic Qualifications:

• Fluency in English (spoken and written) is required for this role.

• 4+ years of Customer Success, Project Management, Program Management, or relevant industry experience

• Bachelor's Degree or equivalent experience

• Ability to work 100% remote, with ability to travel as important needs arise (~10% of time)

Preferred Skills and Experience:

• Experience working with accounts with annual revenue > $2B USD

• Domain experience with CAD, PLM, SLM or ALM software, plus the ability to understand how these solutions are implemented

• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences, from executive decision-makers to staff at all levels.

• Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements

• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.