Senior Customer Success Manager

3 semanas atrás

São Paulo, Brasil PTC Tempo inteiro

Join to apply for the Senior Customer Success Manager role at PTC

Overview

Join to apply for the Senior Customer Success Manager role at PTC .

Responsibilities
  • Ensure North America’s customers receive delighted experiences with PTC solutions.
  • Advance PTC’s relationship with Direct Strategic/Enterprise and Commercial customers.
  • Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive customer outcomes, which lead to expansion and renewal.
  • Function as a trusted advisor for the client’s executive, program, and technical teams, collaborating tightly with PTC stakeholders.
  • Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience and product quality and identify market growth opportunities.
  • Contribute as an integral account team member; correctly identify and react to new threats/opportunities, maintain proactive engagement, and provide account management support.
  • Effectively manage adoption programs for key accounts designated by the Customer Success and Sales Regional Directors.
  • Ensure a rapid and successful adoption of any acquired solutions and ensure customers realize value from these solutions.
Preferred Skills and Experience
  • Experience working with accounts with annual revenue > 2 Billion USD
  • 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.
  • Fluency in English (spoken and written) is required for this role.
Competencies
  • Integrity & Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner. You keep confidences, admit your mistakes and never misrepresent yourself or the company for personal gain.
  • Composure: You thrive in ambiguous environments, stay calm under pressure and do not become defensive or irritated, and are the one who can be counted on to hold things together during tough times.
  • Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network. You are an expert at understanding the culture of organizations and how to navigate them while building and maintaining consistent key policies, practices and procedures to provide a consistent high level client experience.
Basic Qualifications
  • 4+ years of Customer Success, Project Management, Program Management, or relevant industry experience
  • Bachelor's Degree or equivalent experience
  • This is a remote role, but requires ability to travel ~25% of the time
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • Software Development

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