Senior Cloud Service 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\nYou will be part of PTC\u2019s Cloud Service Management Team organization, managing $100 Million of ARR (Annual Recurrent Revenue), and will join a team composed of Service Managers distributed worldwide (North America, Romania, France, Germany, Japan)\n\nYour Impact\n\n\u00b7 Represent PTC with major international SaaS customers, including top-tier Fortune 500 companies\n\n\u00b7 Ensure long-term customer experience and satisfaction with PTC\u2019s SaaS offering\n\n\u00b7 Be a trusted advisor and influential problem solver for customers\n\n\u00b7 Advocate for customers internally to impact PTC\u2019s SaaS strategy\n\n\u00b7 Plan and execute risk mitigation plans to retain and build loyalty with customers\n\n\u00b7 Provide valuable insights by analyzing customer health metrics to ensure full adoption and value of PTC products and services at customers\n\n\u00b7 Maximize customer value to sustain business growth and profitability\n\nYour Day-To-Day\n\n\u00b7 Execute and oversee all PTC SaaS deliverables for your customers\n\n\u00b7 Establish \u0026 handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships\n\n\u00b7 Act as the main point of contact for escalations, coordinating PTC eco-system resources to resolve customers\u2019 issues, overseeing service requests, and the change management process\n\n\u00b7 Deploy repeatable processes and best practices using the Cloud Services ITIL framework\n\n\u00b7 Identify operational risks impacting customer satisfaction and define and execute mitigation plans in collaboration with the account team.\n\n\u00b7 Understand customers\u2019 business processes to optimize adoption of PTC SaaS products and services\n\n\u00b7 Work with Delivery teams to ensure programs are delivered on time and with quality\n\n\u00b7 Analyze and report on customers\u0027 system performance metrics\n\n\u00b7 Assist customers with business model strategies for SaaS services\n\nPreferred Skills, Knowledge \u0026 Experience:\n\n\u00b7 Motivation for client services and account management\n\n\u00b7 Focus on complex project lifecycle\n\n\u00b7 Great verbal \u0026 written presentation skills\n\n\u00b7 Ability to create, build \u0026 manage relationships with customers at all levels\n\n\u00b7 Ability to analyze client needs and issues, and rally internal teams to define proactive actions\n\n\u00b7 Background in Program Management: PMP \u0026 ITIL background or certification is a bonus\n\n\u00b7 Background in Enterprise software implementation or support\n\nBasic Qualifications\n\n\u00b7 Bachelor\u2019s degree in computer science or a related field\n\n\u00b7 5 years of experience in Cloud or SaaS client service or account management functions\n\n\u00b7 Knowledge of SaaS-based and/or Cloud-based business models in the software industry\n\n\u00b7 Great communication skills in English and German (fluency required)\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