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.Cloud Service Manager, PrincipalLocated in Barcelona, SpainYou will be part of PTC's Cloud Service Management Team organization, managing $100 Million of ARR (Annual Recurrent Revenue), and will join an internal team composed of Service Managers distributed worldwide (North America, Romania, France, Germany, Japan)Your ImpactRepresent PTC with major international SaaS customers, including top-tier Fortune 500 companiesEnsure long-term customer experience and satisfaction with PTC's SaaS offeringBe a trusted advisor and influential problem solver for customersAdvocate for customers internally to impact PTC's SaaS strategyPlan and execute renewal plans to retain and build loyalty with customersProvide valuable insights by analyzing customer health metrics to ensure full adoption and value of PTC products and services at customersMaximize customer value to sustain business growth and profitabilityYour Day-To-DayExecute and oversee all PTC SaaS deliverables for your customersEstablish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnershipsAct as the main point of contact for escalations, coordinating PTC eco-system resources to resolve customers' issues, overseeing service requests and change management processDeploy repeatable processes and best practices using Cloud Services ITIL frameworkIdentify operational risks impacting customer satisfaction and define and execute mitigation plans in collaboration with the account team.Understand customers' business processes to optimize adoption of PTC SaaS products and servicesWork with Delivery teams to ensure programs are delivered on time and with qualityAnalyze and report on customers' system performance metricsAssist customers with business model strategies for SaaS servicesPreferred Skills, Knowledge & Experience:Motivation for client services and account managementFocus on complex project lifecycleAchievements in managing ARR (renewals and retention quotas)Great verbal & written presentation skillsAbility to create, build & manage relationships with customers at all levelsAbility to analyze client needs and issues to define proactive actionsBackground in Program Management: PMP & ITIL background or certification a bonusBackground in Enterprise software implementation or supportBasic QualificationsBachelor's Degree in Computer Science or a related field5 years of experience in Cloud or SaaS client service or account management functionsKnowledge of SaaS-based and/or Cloud-based business models in software industryGreat communication skills in English (fluency required); German or French a plus#J-18808-Ljbffr
