Technical Support Account Manager
About The Position
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
Benefits
- performance-based bonus
- employee share purchase program (ESPP)
- equity programs
- 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
- commuter subsidy
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
