Customer Success Manager, Principal

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.

The PTC Customer Success Management team is responsible for the growth and success of our Enterprise customers by helping them get the most value out of their investments in PTC solutions. We are passionate about the customer experience and devoted to their success. Customer Success is our purpose.

The Customer Success Manager is a critical component within the account team, emphasizing significant contributions to solution adoption and value realization, coupled with delivering robust account management support. This exciting position offers the opportunity to interface with senior leaders, provide guidance to executive, program, and technical teams, as well as act as the voice of the customer within PTC.

Customer Success Managers are naturally curious about PTC solutions and the domains they are used in and seek hands-on experience while working with experts in the field to best understand how PTC’s solutions help our customers meet their business objectives. If you have deep domain and relationship management experience, we want you to join our team.

Responsibilities:

• Advance PTC’s relationship with Direct Strategic/Enterprise and Commercial customers.
• Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion and renewal.
• Function as a trusted advisor for the client’s executive, program and technical teams, collaborating tightly with PTC stakeholders.
• Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience, product quality, and identify market growth opportunities.
• Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support.
• Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors.
• Ensure a rapid and successful adoption of any acquired solutions and ensure that customers realize value from these solutions.

Preferred Skills and Experience:

• 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.
• Domain experience in the CAD, PLM, or other applicable engineering fields with understanding of the settings in which PTC’s solutions are implemented.
• Broad understanding of how businesses function and their priorities, and more importantly the ability to translate technical and operational issues and opportunities in business terms and value propositions that ensures the collective executive level support for driving long term technical and operational improvements.
• Experience working in Project and/or Program Management and ability to multi-task while coordinating activities from multiple functions in a matrix environment
• Previous experience working with customers in the FA&D space

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.

Basic Qualifications:

• Bachelor's Degree or equivalent experience

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 and Affirmative Action 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 identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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?