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.  

Customer Success Manager, Principal

Overview:

Customer Success Managers work proactively with a portfolio of our largest Enterprise customers. In this role, you are directly accountable for your clients’ successful product deployment, adoption, retention, and advocacy. The right candidate is an expert relationship builder and deeply understands their customers’ business models, core problems, and critical use cases. If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above-and-beyond to serve our customers, this role is for you!

Responsibilities:

• Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team.
• Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our ALM, CAD, PLM, IoT, and AR products as a unified “Account Team” that supports and manages each customer.
• Develops tactical Account Plans collaboratively with the “Account Team”.
• Manages all customer projects, including more complex implementations.
• Navigates customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers.
• Responsible for risk identification, escalation, and mitigation planning & execution.
• Leads weekly/monthly/quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems.
• Develops excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction.
• Facilitates customer relationship through calls and on-site visits.
• Instills a level of enthusiasm within the customer that leads to being an advocate of ALM, CAD, PLM, IoT, and AR through referrals, case studies, customer spotlights, etc.
• Closes the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout ALM, CAD, PLM, IoT, and AR.
• Effectively navigates internally and cross-functionally to ensure both customer needs and business needs are met.
• Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these.
• Meets or exceeds KPIs and goals, as set by Customer Success leadership.

Requirements:

• Bachelor’s degree or equivalent preferred.
• 5+ years proven track record of measurable success in strategic customer account management and development within the service industry, specifically working with larger clients.
• Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships.
• Customer focused, organized, excellence oriented, personable with natural problem-solving abilities, creative, innovative, inquisitive and solutions oriented.
• Strong project-management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance.
• Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs.
• Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization.
• Ability to think critically, troubleshoot and solve complex problems both independently and collaboratively in a fast-paced, changing environment.
• Ability to excel in a data-driven, metrics-oriented environment.
• Experience creating and delivering presentations to key clientele; excellent presentation and communication skills.
• Demonstrated discretion and ability to work with confidential information.
• Proficiency using a CRM tool (i.e. Salesforce) plus Microsoft Office-like applications.
• Engineering/Manufacturing background or exposure a plus

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?