Job Description
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
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Represent PTC for Cloud with major international customers (top-tier, Fortune 500…)
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Ensure customer long-term experience and satisfaction with PTC’s Cloud offering
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Be identified by customers as a trusted advisor and influential problem solver
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Represent customers internally to provide insights that impact PTC’s Cloud strategy
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Plan and execute renewal plans to ensure long-term customer retention and loyalty
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Ensure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics
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Identify and cultivate new expansion and cross-sell opportunities with customers
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Sustain business growth and profitability by maximizing customer value
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Efforts result in goals related to customer references and referrals.
Your Day-To-Day
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Execute and oversee all PTC Cloud deliverables for your customers
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Establish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships
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Act as main point of contact for escalations, coordinating PTC eco-system resources to resolve customers’ issues, overseeing service requests and change management process
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Deploy repeatable processes and best practices using Cloud Services ITIL framework
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Identify operational risk impacting renewals, define and execute mitigation plans in collaboration with the account team.
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Understand customers’ business processes to optimize adoption of PTC Cloud products and services
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Work with Cloud delivery team to ensure programs are delivered on-time and with quality
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Analyze and report on customers system performance metrics
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Assist customers with business model strategies about Cloud and SaaS managed services
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Actively participate to the referral program with Marketing teams.
Preferred Skills, Knowledge & Experience
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Motivation for client services and account management
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Focus for complex project lifecycle
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Achievements in managing ARR (renewals and retention quotas)
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Great verbal & written presentation skills
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Ability to create, build & manage relationships with customers at all levels
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Ability to analyze client needs and issues to define proactive actions
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Background in Program Management: PMP & ITIL background or certification a bonus.
Basic Qualifications
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Bachelor’s Degree in Computer Science or a related field
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5 years of experience in Cloud or SaaS client service or account management functions
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Knowledge of SaaS-based and/or Cloud-based business models in software industry
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Great communication skills in English (fluency required); German or French a plus.
- #LI-DNI
