Cloud Services Consultant, Senior
Bucharest, ROM
1 zi în urmă

Job Description

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)

Your Impact

  • 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.
  • Your Day-To-Day

  • 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.
  • Basic Qualifications

  • 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.
  • LI-DNI

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