The PTC Customer Success Management team is responsible for the growth and success of our Enterprise customers by helping them get the most value out of their investments in PTC solutions. We are passionate about the customer experience and devoted to their success. Customer Success is our purpose.
The Customer Success Manager is a critical component within the account team, emphasizing significant contributions to solution adoption and value realization, coupled with delivering robust account management support. This exciting position offers the opportunity to interface with senior leaders, provide guidance to executive, program, and technical teams, as well as act as the voice of the customer within PTC.
Customer Success Managers are naturally curious about PTC solutions and the domains they are used in and seek hands-on experience while working with experts in the field to best understand how PTC’s solutions help our customers meet their business objectives. If you have deep domain and relationship management experience, we want you to join our team.
Responsibilities:
- Advance PTC’s relationship with Strategic/Enterprise and Commercial customers.
- Establish and maintain the partnership operating framework, ensuring stakeholder communication and engagement to drive adoption, 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 and drive improvements to enhance the overall experience, product quality, and identify market growth opportunities.
- Be an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, participate in and contribute to account planning and provide account management support.
- Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors.
- Ensure a rapid and successful solution adoption ensure that customers realize expected business outcomes.
Preferred Skills and Experience:
- 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.
- Domain experience in the CAD, PLM, or other applicable engineering fields with understanding of the settings in which PTC’s solutions are implemented.
- Broad understanding of how businesses function and their priorities, and more importantly the ability to translate technical and operational issues and opportunities in business terms and value propositions that ensures the collective executive level support for driving long term technical and operational improvements.
- Experience working in Project and/or Program Management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.
- Software deployment and adoption experience - having an understanding of steps, processes, and activities that are required to make software available to its intended users.
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 cool 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.
- Action Oriented: You enjoy working hard, you take action on challenges, you identify and seize new opportunities, you act with a minimum of information and planning.
Basic Qualifications:
- Bachelor's Degree or equivalent experience
PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the salary range for this position to be between $105,000 - $120,000. The actual pay may be lower or higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses. Also, every PTC employee also has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC’s benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage. Note: PTC benefits programs are subject to eligibility requirements.
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.