Senior Customer Success Manager

📋 Description

• • As a Senior Customer Success Manager at PTC Inc., you will be at the forefront of ensuring our valued customers in the EMEA region not only adopt but also derive maximum value from our transformative software solutions, fostering delighted experiences and driving long-term partnerships.
• • This pivotal role places you as a critical component of the account team, with a strong emphasis on contributing significantly to customer outcomes and value realization. You will provide robust account management support, acting as a trusted advisor to senior leaders, guiding executive, program, and technical teams, and serving as the crucial voice of the customer within PTC.
• • Your primary responsibility will be to advance PTC’s relationship with our Direct Strategic/Enterprise and Commercial customers, establishing and maintaining a strong partnership operating framework. This involves ensuring consistent stakeholder engagement across all levels to drive customer outcomes that directly lead to expansion and renewal opportunities.
• • You will be expected to deeply understand our customers' business objectives and demonstrate how PTC’s solutions, particularly in areas like SLM, CAD/PLM/ALM software, can be implemented to meet and exceed these goals. This requires a natural curiosity about our offerings and a proactive approach to gaining hands-on experience and domain knowledge.
• • A key aspect of your role will be to act as the voice of the customer within PTC. This involves gathering critical feedback on their experience and the quality of our products, and channeling this information internally to enhance our offerings and identify potential market growth opportunities. Your insights will be invaluable in shaping future product development and customer engagement strategies.
• • You will function as an integral member of the account team, proactively identifying and responding to new threats and opportunities within your assigned accounts. Maintaining proactive engagement and providing comprehensive account management support are essential for nurturing these relationships and ensuring customer satisfaction.
• • You will be responsible for effectively managing adoption programs for key accounts, as designated by the Customer Success and Sales Regional Directors. This includes ensuring a rapid and successful adoption of any new solutions, especially those acquired through mergers or acquisitions, and meticulously tracking that customers are realizing tangible value from these investments.
• • Developing and nurturing strong relationships with key stakeholders, from executive decision-makers to technical implementers, will be paramount. You will need to tailor your communication effectively, demonstrating a broad understanding of business functions and priorities, and translating complex technical and operational issues into clear business terms and compelling value propositions.
• • You will leverage your organizational agility to navigate PTC’s internal structures and external customer environments, ensuring consistent application of policies, practices, and procedures to deliver a high-quality client experience. Your ability to maintain composure under pressure and thrive in ambiguous situations will be crucial for navigating the dynamic landscape of enterprise software solutions.
• • This role offers a unique opportunity to grow your domain and relationship management expertise within a leading technology company that is transforming industries. You will be empowered to see your ideas come to life and contribute to a culture that celebrates differences and fosters continuous learning and growth.