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. 

Our 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 – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

Senior Customer Success Manager

The Senior Customer Success Manager works proactively with a portfolio of our largest Enterprise customers. In this role, you are directly accountable for your clients’ successful product deployment, adoption, retention, and advocacy. The right candidate is an expert relationship builder and deeply understands their customers’ business models, core problems, and critical use cases. If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above-and-beyond to serve our customers, this role is for you!

 

Responsibilities:

• Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team.
• Experience working with high visibility accounts in the Automotive industry
• Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our CAD, ALM and PLM products as a unified “Account Team” that supports and manages each customer.
• Develops tactical Account Plans collaboratively with the “Account Team”.
• Manages all customer projects, including more complex implementations.
• Navigates customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers.
• Responsible for risk identification, escalation, and mitigation planning & execution.
• Leads weekly/monthly/quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems.
• Develops excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction.
• Facilitates customer relationship through calls and on-site visits.
• Instills a level of enthusiasm within the customer that leads to being an advocate of CAD, ALM and PLM through referrals, case studies, customer spotlights, etc.
• Closes the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout CAD, ALM and PLM.
• Effectively navigates internally and cross-functionally to ensure both customer needs and business needs are met.
• Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these.
• Meets or exceeds KPIs and goals, as set by Customer Success leadership.

 

Competencies:

• Integrity & Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner. You keep confidences, admit your mistakes and never misrepresent yourself or the company for personal gain.
• Composure: You thrive in ambiguous environments, stay cool under pressure and do not become defensive or irritated and are the one who can be counted on to hold things together during tough times.
• Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network. You are an expert at understanding the culture of organizations and how to navigate them while building and maintaining consistent key policies, practices and procedures to provide a consistent high level client experience.

Preferred Skills and Experience:

• Experience working with accounts in the Automotive industry
• Domain experience with CAD, PLM or ALM software plus the ability to understand how these solutions are implemented
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to staff at all levels.
• Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements
• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.

Basic Qualifications:

• 5+ years of Customer Success, Project Management, Program Management or relevant industry experience
• Bachelor's Degree or equivalent experience
• Ability to travel ~25% of time

PTC carefully considers a wide range of compensation factors, which include a candidate’s background and experience, in determining salary for a position. Compensation will vary based on these factors, but PTC anticipates the salary range for this position to be between $80,000 – $130,000. The actual pay may be lower or higher depending on a candidate’s skills, qualifications, experience, and location and may also include the opportunity to earn a discretionary bonus. Additionally, every PTC employee has the opportunity to become a PTC shareholder through our employee share purchase program which allows employees to purchase discounted PTC stock and, for eligible roles, an equity grant. Subject to the terms and conditions of PTC’s benefits programs, employees may be eligible for medical, dental and vision insurance, paid time off and sick leave policies, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and a generous commuter subsidy.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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