Senior Customer Success Manager, Automotive

PTC is a leading company that brings the physical and digital worlds together through its innovative software solutions. The Senior Customer Success Manager will proactively work with a portfolio of large Enterprise customers in the Automotive industry, ensuring successful product deployment, adoption, retention, and advocacy. This role requires building strong relationships, managing customer projects, and identifying innovative solutions to enhance customer satisfaction and drive ROI.

Responsibilities:

• Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team
• Experience working with high visibility accounts in the Automotive industry
• Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our CAD, ALM and PLM 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 CAD, ALM and PLM 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 CAD, ALM and PLM
• 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:

• 5+ years of Customer Success, Project Management, Program Management or relevant industry experience
• Bachelor's Degree or equivalent experience
• Ability to travel ~25% of time
• Experience working with accounts in the Automotive industry
• Domain experience with CAD, PLM or ALM software plus the ability to understand how these solutions are implemented
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to staff at all levels
• Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements
• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment