Cloud Service Manager @PTC
Customer Service
Salary unspecified
Remote Location
Job Type full-time
Posted 1mth ago

[Hiring] Cloud Service Manager @PTC

1mth ago - PTC is hiring a remote Cloud Service Manager. 💸 Salary: unspecified 📍Location: Germany

Role Description

You will be part of PTC’s ThingWorx Cloud Service Management Team organization, managing $30 Million of ARR (Annual Recurrent Revenue), and will join a team composed of Service Managers distributed worldwide.

  • 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

Your Day-To-Day:

  • 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

Qualifications

  • 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
  • Great communication skills in English (fluency required); German or French is a plus

Requirements

  • 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

Benefits

  • Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world
  • It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you
Before You Apply
remote Be aware of the location restriction for this remote position: Germany
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Cloud Service Manager @PTC
Customer Service
Salary unspecified
Remote Location
Job Type full-time
Posted 1mth ago
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remote Be aware of the location restriction for this remote position: Germany
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
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