Technical Support Account Manager
Core
Manage a portfolio of SaaS and On-Premise customers, acting as a trusted advisor to ensure long-term satisfaction, retention, and product adoption.
Role type
Senior Technical Support Account Manager
Builds
Customer success and retention for major international clients (Fortune 500) using PTC's CAD and PLM software.
Domain
Industrial software (CAD/PLM), SaaS, and On-Premise enterprise services.
Deliverable
client delivery
Required skills
Account management, risk mitigation planning, ITIL framework implementation, SaaS/Cloud business model knowledge, CAD and PLM software experience, system performance analysis, business strategy consulting.
Preferred skills
PMP certification, Program Management background, Enterprise software implementation experience, team leadership.
Technologies
CAD, PLM, SaaS platforms, On-Premise systems.
Responsibilities
Represent PTC with major international customers, establish governance models and service reviews, act as main point of contact for escalations, deploy repeatable processes using ITIL, identify and mitigate operational risks, optimize customer product adoption, analyze system performance metrics, assist with business model strategies.
Seniority
Senior, hands-on IC with 5+ years experience
