Principal Customer Success Manager, FA&D

PTC•Boston, MA

1d•Hybrid

About The Position

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. U.S. Citizen - This position requires eligibility under U.S. Government export control regulations and federal customer requirements; therefore, applicants must be U.S. citizens

Requirements

8+ years of Customer Success, Project Management, Program Management or relevant industry experience
Bachelor's Degree or equivalent experience
Ability to travel ~25% of time
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.
U.S. Citizen

Nice To Haves

Domain experience with CAD, PLM 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.
Experience working with clients in the Federal Aerospace and Defense vertical is a plus

Responsibilities

Advance PTC’s relationship with Direct Strategic/Enterprise and Commercial customers.
Will work with high visibility accounts in the Federal Aerospace and Defense industry
Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective 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 to enhance the overall experience, product quality, and identify market growth opportunities.
Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing 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 adoption of any acquired solutions and ensure that customers realize value from these solution