Customer Success Management, Specialist

Employer: PTC
Domain:
  • Others
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.07.2019
    Short company description

    PTC (NASDAQ: PTC) has the most robust Internet of Things technology in the world. In 1986 we revolutionized digital 3D design. Now our leading IoT and AR platform and field-proven solutions bring together the physical and digital worlds to reinvent the way companies create, operate, and service products. With PTC technology, global manufacturers and an ecosystem of partners and developers can capitalize on the promise of the IoT today and drive the future of innovation. We are headquartered in Needham, MA.

    Requirements

    Integrity & Trust
    o 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.

    Customer Focus
    o Dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers

    Composure
    o You thrive in ambiguous environments, stay cool 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
    o 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.

    o Fluent English is mandatory

    Responsibilities

    o Lead client's onboarding experience, adoption, and expansion
    o Develop deep empathetic understanding of the customer, software use cases, and pain points
    o Develop success paths that will demonstrably deliver on customer expectations and manage exceptions
    o Act as point-of-contact for customers, leveraging internal business relationships and processes to resolve concerns, and enhance their experience.
    o Build strong customer relationships that will ensure satisfaction
    o Participate in customer meetings and ongoing business reviews, presenting progress of key success criteria
    o Identify churn risk, and work proactively to eliminate that risk
    o Serve as a partner to the sales team(s) helping to identify new opportunities and providing account management support.

    Other info

    Your Team:

    o Individual will be part of a team of 3 people in Bucharest managed by a local leader. This team and his leader will report to EMEA Senior Director CSM.
    o But it’s not all work and no play. If you want to work with fun and creative people who positively impact the work environment, please read on to learn about the full list of responsibilities.

    Your Impact:

    Role of Success manager is key in ARR management. The focus of CSM is to ensure a high level of customer satisfaction with PTC and PTC solution. The mission is to provide a seamless PTC experience to achieve our customers’ desired business outcomes.

    Contribution to PTC overall goals are:
    - Ensuring customer will renew his software subscription
    - Identifying software subscription expansion
    - Identifying selling opportunity of success plan

    The PTC Premium Customer Success Management team is responsible for the growth and success of our enterprise customers by helping them get the most value out of their investments in PTC solutions. We are passionate about the customer experience and devoted to their success. The Customer Success Management Specialist is a critical component to our Success Plans and owns the customer relationship as well as manages a portfolio of services that our customers can consume flexibly to meet their ever-changing needs. This is an exciting role with the opportunity to interface with senior leaders, providing guidance to executives, program and technical teams as well as acting as the voice of the customer within PTC.

    Customer Success Management Specialists are naturally curious about PTC solutions and the domains they are used in and seek hands-on experience while working with experts in the field to best understand how PTC’s solutions help our customers meet their business objectives.
    If you have deep domain and relationship management experience, we want you to join our team.