You will be part of PTC’s Customer Success Management Team organization, and will join an internal team composed of Service Managers distributed worldwide (North America, Romania, France, Germany, Japan)
Represent PTC for Cloud with international customers
Ensure customer long-term experience and satisfaction with PTC’s Cloud offering
Be identified by customers as a trusted advisor and influential problem solver
Represent customers internally to provide insights that impact PTC’s Cloud strategy
Plan and implement renewal plans to ensure long-term customer retention and loyalty
Ensure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics
Identify and cultivate new expansion and cross-sell opportunities with customers
Sustain business growth and profitability by maximizing customer value.
Implement and oversee all PTC Cloud deliverables for your customers
Establish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships
Act as main point of contact for escalations, coordinating PTC ecosystem resources to resolve customers’ issues, overseeing service requests and change management process
Deploy repeatable processes and best practices using Cloud Services ITIL framework
Identify operational risk impacting renewals, define and execute mitigation plans in collaboration with the account team.
Understand customers’ business processes to optimize adoption of PTC Cloud products and services
Work with Cloud delivery team to ensure programs are delivered on time and to the expected quality standards
Analyze and report on customers system performance metrics
Assist customers with business model strategies about Cloud and SaaS managed services
Actively participate to the referral program with Marketing teams.
Preferred Skills, Knowledge & Experience :
Motivation for client services and account management
Focus for complex project lifecycle
Achievements in managing ARR (renewals and retention quotas)
Great verbal & written presentation skills
Ability to create, build & manage relationships with customers at all levels
Ability to analyze client needs and issues in order to define proactive actions
Background in Program Management : PMP & ITIL background or certification a bonus.
Bachelor’s Degree in Computer Science or a related field
5 years of experience in Cloud or SaaS client service or account management functions
Knowledge of SaaS-based and / or Cloud-based business models in software industry
Great communication skills in English (fluency required); German or French a plus.