Your impact :
Even at a world-class software company, not every customer project goes according to plan! As a critical part of PTC’s Customer Success organization, the Escalation Management team works closely with cross-functional teams throughout the company and across the world turning our most challenging customer crises into some of our greatest successes!
Your team :
You will be part of a team of 5 Escalation managers in EMEAI supporting PTC internal teams (Sales, Technical Support, Cloud and other Customer Success colleagues, etc.
in addressing critical issues escalated by them to the team. Customer Success at PTC consists of Customer Success Managers, Technical Support Account Managers and Cloud Service Managers who are all ensuring our customers are successful with PTC technology.
Your day-to-day :
Engage with customers in times of crisis to reassure them that we will help them achieve their goals
Drive prioritized, well-maintained action plans to overcome situations which could become (or already are) escalated to PTC executives
Use your creativity to find new and better ways to predict or prevent common challenges our customers face
Enjoy a fast-paced environment where conditions change day-to-day, presenting opportunities to work with all aspects of our business across all management levels.
Your skills and knowledge :
Cool under pressure can handle stress, is a settling influence in a crisis
A sense of urgency can drive yourself and others to meet and exceed goals
Great organizational skills can marshal resources to get things done efficiently and effectively
Strong Emotional Intelligence can understand and empathize with the technical, business, and personal implications of a crisis
Can interact and relate well with people at all levels of an organization (including C-level)
Familiarity with CRM systems (Salesforce.com and Gainsight experience are a plus)
Experience in software support is preferred.
Basic qualification :
Bachelor’s degree in a relevant field
4 years of experience in a Customer Relationship / Technical Support / Project Management role
Great written and oral communication skills English & Romanian. Another European language is nice-to-have.