Senior Cloud Customer Success Manager

📋 Description

• • As a Senior Cloud Customer Success Manager at PTC Inc., you will be at the forefront of our mission to bridge the physical and digital worlds, empowering global enterprises with our cutting-edge Internet of Things (IoT) SaaS/Cloud offering, ThingWorx.
• • You will serve as the primary advocate and trusted advisor for major international SaaS customers, including Fortune 500 companies, ensuring their long-term satisfaction and success with PTC's innovative solutions.
• • This role is pivotal in shaping the customer experience, driving deep adoption, and fostering unwavering loyalty by understanding and addressing complex business needs.
• • Your expertise will be instrumental in identifying and mitigating operational risks, developing strategic plans to retain and grow customer accounts, and ensuring the sustained business growth and profitability of PTC.
• • You will be a key player within the global ThingWorx Cloud Service Management Team, managing a significant portfolio of Annual Recurrent Revenue (ARR) and collaborating with a diverse team of Service Managers worldwide.
• • Your day-to-day responsibilities will encompass the comprehensive execution and oversight of all PTC ThingWorx SaaS deliverables for your assigned customer base.
• • You will establish and manage robust governance models and conduct regular Cloud Services reviews with customers, fostering successful and enduring partnerships.
• • Acting as the main point of contact for critical escalations, you will orchestrate the efforts of the PTC ThingWorx ecosystem resources to swiftly and effectively resolve customer issues.
• • This includes overseeing service requests, managing the change management process, and ensuring seamless communication and resolution pathways.
• • You will be responsible for deploying repeatable processes and best practices, leveraging the Cloud Services ITIL framework to optimize service delivery and customer satisfaction.
• • A core aspect of your role involves proactively identifying operational risks that could impact customer satisfaction and developing and executing comprehensive mitigation plans in close collaboration with the account team.
• • Deeply understanding customers’ business processes will be crucial to optimizing their adoption of PTC SaaS products and services, ensuring they derive maximum value.
• • You will work closely with Delivery teams to guarantee that programs are delivered on time and to the highest quality standards, maintaining PTC's reputation for excellence.
• • Analyzing and reporting on customers' system performance metrics will provide valuable insights for continuous improvement and strategic decision-making.
• • You will also assist customers in developing and refining their business model strategies specifically for SaaS services, helping them leverage PTC's offerings to their fullest potential.
• • This role demands a strong motivation for client services and account management, with a proven ability to navigate complex project lifecycles.
• • You will drive both the customer and internal partners on the execution of IT projects within a cloud/SaaS environment, ensuring alignment and successful outcomes.
• • Exceptional verbal and written presentation skills are essential for effectively communicating complex information and strategic recommendations to diverse stakeholders.
• • The ability to create, build, and manage strong relationships with customers at all organizational levels is paramount to success in this role.
• • You must possess a keen ability to analyze client needs and issues, and effectively rally internal teams to define and implement proactive, value-driven actions.
• • While the role is primarily remote within the USA, there may be an occasional requirement to travel to customer sites to foster deeper relationships and address specific needs.
• • A background in Program Management, particularly with PMP or ITIL certification, is considered a significant advantage, demonstrating a structured approach to service delivery.
• • Prior experience in enterprise software implementation or support is highly valued, providing a solid foundation for understanding customer challenges and PTC's solutions.
• • Ultimately, you will be a key contributor to PTC's vision of transforming industries by enabling companies to improve operations, create better products, and empower people through our leading-edge cloud technologies.