Technical Support Account Manager

PTC•Boston, MA

3d•$85,000 - $105,000•Hybrid

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. About the Role 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 their people. As a Technical Support Account Manager (TSAM)—a role closely aligned with Customer Success Management (CSM)—you will manage a portfolio of strategic SaaS and On-Premise customers. You will act as a trusted advisor and customer advocate, ensuring a high-quality support experience while driving customer satisfaction, retention, and long-term success. Unlike traditional Customer Success roles focused on adoption and growth, this role emphasizes operational excellence, support experience, and issue resolution as key drivers of customer success. This role is ideal for individuals with experience as a Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery Manager (SDM) who enjoy working at the intersection of customer experience, support operations, and cross-functional execution. You will be part of PTC’s global Service Management organization, partnering with teams across North America, Europe, and Asia.

Requirements

Bachelor’s degree in Computer Science, Engineering, or related field
5+ years of experience in Customer Success, Technical Support, Account Management, or similar roles
Experience with SaaS and/or cloud-based software environments

Nice To Haves

Experience in Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery roles
Strong customer-facing communication and executive presence
Proven ability to manage escalations and complex customer environments
Experience working with enterprise customers and cross-functional teams
Analytical mindset with ability to interpret customer health and performance metrics
Strong relationship-building skills across technical and business stakeholders
Familiarity with ITIL or service management frameworks (preferred)
Experience with CAD, PLM, or enterprise software solutions (preferred)

Responsibilities

Build and maintain strong relationships with strategic enterprise customers (including Fortune 500 organizations)
Serve as a trusted advisor, guiding customers through operational challenges and support-related strategies
Act as the voice of the customer, influencing internal teams across Support, R&D, Services, and Sales
Proactively identify risks to customer satisfaction and retention, and drive mitigation plans
Ensure customers receive full value from PTC’s support model and services
Provide insights based on customer health, support metrics, and system performance
Serve as the primary point of contact for support-related customer engagement
Lead customer governance through service reviews and operational meetings
Own and coordinate critical escalations, ensuring timely resolution
Monitor support activity, including case trends, severity, and performance
Identify risks and execute mitigation plans in collaboration with cross-functional account teams
Apply ITIL-based best practices to deliver a consistent, high-quality service experience
Analyze system performance, especially in SaaS environments, to identify trends and opportunities
Partner with delivery and account teams to ensure programs are delivered on time and with quality
Guide customers on support processes, best practices, and operational optimization