Technical Support Account Manager - BarcelonaOur 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.
You will be part of PTC's Service Management Team, responsible for managing $400 million of Annual Recurrent Revenue (ARR) for both SaaS and On-Premise customers. You will join an internal team of Account Managers located worldwide, including North America, Romania, France, Germany, and Japan.
Your ImpactRepresent PTC with major international customers (top-tier, Fortune 500…)Ensure customer long-term experience and satisfaction with PTC's offeringBe identified by customers as a trusted advisor and influential problem solverRepresent customers internally to provide insights that impact PTC's strategyPlan and execute risk mitigation plans to ensure long-term customer retention and loyaltyEnsure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metricsYour Day-To-DayExecute and oversee all PTC Service Management deliverables for your customersEstablish & handle governance model and Services reviews with customers to ensure successful long-term partnershipsAct as main point of contact for escalations, coordinating PTC eco-system resources to resolve customers' issues, overseeing support requests and change management processDeploy repeatable processes and best practices using Services ITIL frameworkIdentify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account teamUnderstand customers' business processes to optimize adoption of PTC products and servicesWork with Software Operation delivery team to ensure programs are delivered on-time and with qualityAnalyze and report on customers system performance metrics (especially SaaS environments)Assist customers with business model strategies about On-Premise and SaaS servicesPreferred Skills, Knowledge & ExperienceMotivation for client services and account managementFocus on complex project lifecycleGreat verbal & written presentation skillsStrong sense of urgency, working well under pressure and deadlinesAbility to create, build & manage relationships with customers at all levelsAbility to analyze client needs and issues to define proactive actionsAbility to lead teams and drive execution of risk mitigation plansBackground 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 Customer Service or account management functionsKnowledge of SaaS-based and/or Cloud-based business models in the software industryLanguagesFluent English levelGerman and/or French is a plusLife 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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Department: Technical Support
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