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, Principal
Located in Barcelona, Spain
You 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 Impact
Represent PTC with major international SaaS customers, including top-tier Fortune 500 companies
Ensure long-term customer experience and satisfaction with PTC's SaaS offering
Be a trusted advisor and influential problem solver for customers
Advocate for customers internally to impact PTC's SaaS strategy
Plan and execute renewal plans to retain and build loyalty with customers
Provide valuable insights by analyzing customer health metrics to ensure full adoption and value of PTC products and services at customers
Maximize customer value to sustain business growth and profitability
Your Day-To-Day
Execute and oversee all PTC SaaS deliverables for your customers
Establish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships
Act as the main point of contact for escalations, coordinating PTC eco-system 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 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 services
Work with Delivery teams to ensure programs are delivered on time and with quality
Analyze and report on customers' system performance metrics
Assist customers with business model strategies for SaaS services
Preferred Skills, Knowledge & Experience:
Motivation for client services and account management
Focus on 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 to define proactive actions
Background in Program Management: PMP & ITIL background or certification a bonus
Background in Enterprise software implementation or support
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
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