Senior Cloud Customer Success Manager

PTC is a leading company transforming the physical and digital worlds through innovative software solutions. The Senior Cloud Customer Success Manager will manage significant ARR, ensuring customer satisfaction and advocating for their needs while driving the adoption of PTC's SaaS offerings.

Responsibilities:

• Represent PTC with major international SaaS customers, including top-tier Fortune 500 companies
• Ensure long-term customer experience and satisfaction with PTC’s Internet Of Things (IoT) Saas/Cloud offering
• Be a trusted advisor and influential problem solver for customers
• Advocate for customers internally to impact PTC’s ThingWorx 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 ThingWorx products and services at customers
• Maximize customer value to sustain business growth and profitability
• Execute and oversee all PTC ThingWorx 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 ThingWorx eco-system resources to resolve customers’ issues, overseeing service requests, and the change management process
• Deploy repeatable processes and best practices using the 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

Requirements:

• Bachelor's degree in computer science or a related field
• 10 years of experience in Cloud or SaaS client service or account management functions
• 5 years experience managing IT systems
• Motivation for client services and account management
• Focus on complex project lifecycle with ability to drive the customer and partner on how to execute IT projects in a cloud/saas environment
• Great verbal & written presentation skills
• Ability to create, build & manage relationships with customers at all levels
• Ability to analyze client needs and issues, and rally internal teams to define proactive actions
• Ability to travel to customer site
• Background in Program Management: PMP & ITIL background or certification is a bonus
• Background in Enterprise software implementation or support