[Hiring] Cloud Service Manager @PTC

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