Senior 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\nAs a Customer Success Manager (CSM) at PTC, you will play a critical role in being responsible for post-sale account management ensuring our customers achieve their desired outcomes while using PTC\u2019s solutions. You will be responsible for driving customer satisfaction, retention, and growth by providing exceptional support, building strong relationships, and delivering value through PTC\u2019s products and services.\n\nKey Responsibilities:\n\n\u2022 Value Realization: Work with customers to define and track key performance indicators (KPIs) demonstrating the value of PTC solutions. Review customer progress regularly and provide insights and recommendations to maximize their return on investment. \n\n\u2022 Relationship Management: Develop and maintain strong, long-lasting relationships with key stakeholders at customer organizations. Act as the primary point of contact for customers, promptly addressing their needs and concerns.\n\n\u2022 Customer Onboarding and Training: Guide new customers through onboarding, ensuring a smooth and successful implementation of PTC solutions. Conduct training sessions to educate customers on product features and best practices.\n\n\u2022 Customer Advocacy: Serve as the voice of the customer within PTC, advocating for their needs and requirements to internal teams. Collaborate with sales, product, and support teams to ensure customer satisfaction.\n\n\u2022 Proactive Support: Monitor customer health and proactively identify potential issues or opportunities for improvement. Provide timely and effective solutions to enhance the customer experience.\n\n\u2022 Renewals and Upsells: Drive customer renewals and identify opportunities for upselling additional products or services. Work closely with the sales team to expand customer accounts.\n\n\u2022 Customer Feedback and Improvement: Gather and analyze customer feedback to identify trends and areas for improvement. Share insights with the product team to influence product development and enhancements.\n\n\u2022 Reporting and Documentation: Maintain accurate and up-to-date records of customer interactions, activities, and progress. Prepare regular reports on customer health, satisfaction, and success metrics.\n\nQualifications:\n\n\u2022Master\u2019s degree in Business, Engineering, Computer Science, or a related field.\n\n\u2022 4+ years of experience in customer success, account management, or a related role, in the technology or software industry and with knowledge of PLM \u0026 CAD solutions\n\n\u2022 Strong Background in Account Management for Enterprise Software \n\n\u2022 Strong understanding of PTC\u2019s products and services, or the ability to quickly learn and understand complex technical solutions.\n\n\u2022 Excellent communication and interpersonal skills, building and maintaining strong relationships with customers and internal teams.\n\n\u2022 Proven track record of driving customer satisfaction, retention, and growth.\n\n\u2022 Strong problem-solving skills and the ability to think strategically and analytically.\n\n\u2022 Self-motivated, proactive, and able to work independently and as part of a team.\n\n\u2022 Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.\n\n\u2022 Proficiency in CRM software and other customer success tools.\n\n\u2022 Proficiency in English and German, both written as spoken, is mandatory.\n\nPreferred Qualifications:\n\n\u2022 Experience working with industrial or manufacturing customers.\n\n\u2022 Professional certifications in customer success or related fields.\n\n \n#LI-DNI\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