Customer Success Manager

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. \n\nOur 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 \u2013 all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. \n\nJob Description\n\nThe Senior Customer Success Manager is a critical component within the account team. This position emphasizes significant contributions to customer outcomes and value realization and delivers robust account management support. It offers the opportunity to interface with senior leaders, provide guidance to executive, program, and technical teams, and act as the voice of the customer within PTC.\n\nCustomer Success Managers are naturally curious about PTC solutions and their domains of use. They seek hands-on experience working with experts in the field to understand best how PTC\u2019s solutions help our customers meet their business objectives. If you enjoy developing domain and relationship management experience, we want you to join our team.\n\nResponsibilities:\n\n * Ensure North America\u2019s customers receive delighted experiences with PTC solutions.\n\n * Advance PTC\u2019s relationship with Direct Strategic/Enterprise and Commercial customers.\n\n * Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive customer outcomes, which lead to expansion and renewal.\n\n * Function as a trusted advisor for the client\u2019s executive, program, and technical teams, collaborating tightly with PTC stakeholders.\n\n * Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience and product quality and identify market growth opportunities.\n\n * Contribute as an integral account team member (s); correctly identify and react to new threats/opportunities, maintain proactive engagement, and provide account management support.\n\n * Effectively manage adoption programs for key accounts designated by the Customer Success and Sales Regional Directors.\n\n * Ensure a rapid and successful adoption of any acquired solutions and make sure that customers realize value from these solutions.\n\n\n\n\nCompetencies:\n\n * Integrity \u0026 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.\n\n * Composure: You thrive in ambiguous environments, stay calm 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.\n\n * 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.\n\n\n\n\nBasic Qualifications:\n\n * Fluency in English (spoken and written) is required for this role.\n\n * 4+ years of Customer Success, Project Management, Program Management, or relevant industry experience\n\n * Bachelor\u0027s Degree or equivalent experience\n\n * Ability to work 100% remote, with ability to travel as important needs arise (~10% of time)\n\n\n\n\nPreferred Skills and Experience:\n\n * Experience working with accounts with annual revenue \u003e $2B USD\n\n * Domain experience with CAD, PLM, SLM or ALM software, plus the ability to understand how these solutions are implemented\n\n * 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.\n\n * 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\n\n * Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.\n\n\n\n\nLife at PTC is about more than working with today\u2019s most cutting-edge technologies to transform the physical world. It\u2019s about showing up as you are and working alongside some of today\u2019s most talented industry leaders to transform the world around you. \n\nIf you share our passion for problem-solving through innovation, you\u2019ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?\n\nWe respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here.\"\n