Customer Success Management is a specialized group within Customer Success that focuses on providing personalized attention to customers and acting as customer advocates within PTC. The key role of a Customer Success Manager is in Annual Recurrent Revenue management. Your focus is to ensure a high level of customer satisfaction with PTC and PTC solutions. The mission is to provide a seamless PTC experience to achieve our customers’ desired business outcomes. Your contribution to PTC’s overall goals are:
Ensuring that the customer will renew his software subscription
Identifying software subscription expansion
Identifying selling opportunities of success plan
The Customer Success Manager is a critical component to our Success Plans and owns the customer relationship as well as manages a portfolio of services that our customers can consume flexibly to meet their ever-changing needs. This is an exciting role with the opportunity to interface with senior leaders, providing guidance to executives, program & technical teams as well as acting as the voice of the customer within PTC. 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 customer experience and devoted to their success. Day-To-Day:
Advance PTC’s relationship with clients subscribed to Premium Success Plans
Establish and maintain the partnership operating framework while managing the Success Plan services to drive effective adoption, expansion and renewal
Act as a trusted advisor for the client’s executive, program and technical teams collaborating tightly with PTC stakeholders
Be the voice of the customer within PTC by providing critical feedback to help improve the overall experience, product and identify market growth opportunities.
Serve as a partner to the sales team(s) helping to identify new opportunities and providing account management support.
Preferred Skills and Knowledge:
Ability to translate technical and operational opportunities into business terms and value propositions
Understanding of project management
Preferably with business and/or product expertise in one or more areas such as IoT, AR and/or PLM
Bachelor’s or master’s degree in Economics, Engineering, or experience in a relevant field
Excellent oral and written communication and presentation skills in English