Senior Cloud Customer Success Manager

PTC

20h • $96,000 - $132,000 • Remote

About The Position

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. Boston, MA preferred but open to USA-Remote Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. Cloud Service Manager You will be part of PTC’s ThingWorx Cloud Service Management Team organization, managing $30 Million of ARR (Annual Recurrent Revenue), and will join a team composed of Service Managers distributed worldwide. Your Impact Represent PTC with major international SaaS customers, including top-tier Fortune 500 companies Ensure long-term customer experience and satisfaction with PTC’s Internet Of Things (IoT) Saas/Cloud offering Be a trusted advisor and influential problem solver for customers Advocate for customers internally to impact PTC’s ThingWorx SaaS strategy Plan and execute risk mitigation plans to retain and build loyalty with customers Provide valuable insights by analyzing customer health metrics to ensure full adoption and value of PTC ThingWorx products and services at customers Maximize customer value to sustain business growth and profitability

Requirements

• Bachelor’s degree in computer science or a related field
• 10 years of experience in Cloud or SaaS client service or account management functions
• 5 years experience managing IT systems

Nice To Haves

• Motivation for client services and account management
• Focus on complex project lifecycle with ability to drive the customer and partner on how to execute IT projects in a cloud/saas environment
• Great verbal & written presentation skills
• Ability to create, build & manage relationships with customers at all levels
• Ability to analyze client needs and issues, and rally internal teams to define proactive actions
• Ability to travel to customer site
• Background in Program Management: PMP & ITIL background or certification is a bonus
• Background in Enterprise software implementation or support

Responsibilities

• Execute and oversee all PTC ThingWorx SaaS deliverables for your customers
• Establish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships
• Act as the main point of contact for escalations, coordinating PTC ThingWorx eco-system resources to resolve customers’ issues, overseeing service requests, and the change management process
• Deploy repeatable processes and best practices using the Cloud Services ITIL framework
• Identify operational risks impacting customer satisfaction and define and execute mitigation plans in collaboration with the account team.
• Understand customers’ business processes to optimize adoption of PTC SaaS products and services
• Work with Delivery teams to ensure programs are delivered on time and with quality
• Analyze and report on customers' system performance metrics
• Assist customers with business model strategies for SaaS services

Benefits

• Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and, if you are an office-assigned employee, a generous commuter subsidy.
• Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock.
• Certain roles may also be eligible for participation in our equity programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level