Cloud Service Manager

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.

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

• Represent PTC with major international SaaS customers, including top-tier Fortune 500 companies
• Ensure long-term customer experience and satisfaction with PTC's SaaS offering
• Be a trusted advisor and influential problem solver for customers
• Advocate for customers internally to impact PTC's SaaS strategy
• Plan and execute risk mitigation plans to retain and build loyalty with customers
• Provide valuable insights by analyzing customer health metrics to ensure full adoption and value of PTC products and services at customers
• Maximize customer value to sustain business growth and profitability

Your Day-To-Day

• Execute and oversee all PTC SaaS deliverables for your customers
• Establish & handle governance model and Cloud Services reviews with customers to ensure successful long-term partnerships
• Act as the main point of contact for escalations, coordinating PTC eco-system resources to resolve customers' issues, overseeing service requests, and the change management process
• Deploy repeatable processes and best practices using Cloud Services ITIL framework
• Identify operational risks impacting customer satisfaction and define and execute mitigation plans in collaboration with the account team.
• Understand customers' business processes to optimize adoption of PTC SaaS products and services
• Work with Delivery teams to ensure programs are delivered on time and with quality
• Analyze and report on customers' system performance metrics
• Assist customers with business model strategies for SaaS services

Preferred Skills, Knowledge & Experience:

• Motivation for client services and account management
• Focus on complex project lifecycle
• Great verbal & written presentation skills
• Ability to create, build & manage relationships with customers at all levels
• Ability to analyze client needs and issues to define proactive actions
• Background in Program Management: PMP & ITIL background or certification a bonus
• Background in Enterprise software implementation or support

Basic Qualifications

• Bachelor's Degree in Computer Science or a related field
• 5 years of experience in Cloud or SaaS client service or account management functions
• Knowledge of SaaS-based and/or Cloud-based business models in software industry
• Great communication skills in English (fluency required); German or French 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?

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