Cloud Service Manager (1 pm - 10 pm working hours)

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\n## Do you want to change the way we create our new interconnected world?\n\nAre you passionate to drive the future of innovation?\n\nIf you\u2019re curious, collaborative and motivated, then PTC is looking for you!\n\nYour Team:\n\n * You will be part of the Service Management Team of PTC Cloud organization, part of PTC Customer Success Organization\n * Your team is composed of Service Managers distributed worldwide (Mostly North America and Romania, and some individuals in France, Germany and Japan)\n\n\n\nYour Impact:\n\n * You will be assigned to a set of PTC Cloud customers; your main customers are based in the Americas (WORKING HOURS 13:00 - 22:00).\n * You will act as the client Point of Contact for escalations and all PTC Cloud needs\n * You will deliver state of the art Cloud Services to PTC Cloud customers by managing \u0026 executing a repeatable process\n * You will ensure that our client objectives will continue to be met in the future by building relationships with key customer executives \u0026 departmental managers and protecting existing portfolio\n * Together with our Cloud delivery organization you will ensure a smooth hand over between project mode and Post Go Live mode\n\n\n\nYour Day-To-Day:\n\n * Ensure long term customer satisfaction with PTC Cloud through high Net Promoter Score (NPS), renewal and expansion\n * Establish \u0026 maintain relevant Governance Model with your customers, partners and the PTC eco-system to ensure smooth long-term partnership\n * Investigate \u0026 understand customers\u2019 internal business processes to assist with their solution strategy long term to proactively anticipate their challenges\n * Perform recurrent Cloud Service Reviews\n * Coordinate internal \u0026 external eco-system to resolve any outstanding issues for your customers\n * Identify and cultivate new opportunities by making existing client base aware of new, emerging or existing technologies, demonstrate the value of these technologies and how they can affect positive results for the client\n\n\n\nYour Skills and Knowledge:\n\n * Degree in Computer Science, Management Information Systems or a related field\n * Motivation \u0026 focus for client service/account management and for complex project lifecycle, project and sustain mode, build management \u0026 environment management\n * Soft skills to form strong relationships with customers at all levels\n * Ability to assess client requirements and identify issues to take appropriate preventative action\n * Experience in reporting \u0026 negotiation with Program Directors \u0026 Executives\n * ITIL background knowledge or certification is a bonus\n * Fluent in English\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