Principal Customer Success Manager

Our world is transforming and PTC is leading the 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 7000 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.

Job Description:

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 PTCs 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 PTCs 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 clients 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:

• Domain experience with Industrial IoT software plus the ability to understand how these solutions are implemented

• 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.

• Broad understanding of business functions and priorities especially within the manufacturing industry with the ability to translate technical and operational issues into business terms and value propositions ensuring executive support for long-term improvements

• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.

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:

• 8 years of Customer Success Project Management Program Management or relevant industry experience

• Bachelors Degree or equivalent experience

• Ability to travel 25% of time

PTC carefully considers a wide range of compensation factors which include a candidates background and experience in determining salary for a position. Compensation will vary based on these factors but PTC anticipates the salary range for this position to be between $97300 $146000. The actual pay may be lower or higher depending on a candidates skills qualifications experience and location and may also include the opportunity to earn a discretionary bonus. Additionally every PTC employee has the opportunity to become a PTC shareholder through our employee share purchase program which allows employees to purchase discounted PTC stock and for eligible roles an equity grant. Subject to the terms and conditions of PTCs benefits programs employees may be eligible for medical dental and vision insurance paid time off and sick leave policies tuition reimbursement 401(k) contributions and employer match flexible spending accounts life insurance disability coverage and a generous commuter subsidy.

Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation youll 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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