Technical Support Partner Relationship Specialist

About PTC (NASDAQ: PTC)​

PTC unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.

Your Skills and Knowledge:

•Fluent German and English are mandatory
•Solid judgement of business needs and opportunities
•Mature personality, can listen and talk to external CxO level person
•Ability to act in a stressful environment requesting tight response times
•Can deal comfortably with more senior managers
•Can determine the best way to get things done with them by talking their language and responding to their needs
•Knows how businesses work-knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization
•Knows the competition-is aware of how strategies and tactics work in the marketplace
•Is seen as a team player and is cooperative-easily gains trust and support of peers, encourages collaboration

Your Day-To-Day:

Building a relationship with the partner

•Establish and maintain strong, trusted relationships with assigned partners
•Understand the partner's specific needs and expectations
•Provide a single point of contact for each partner's named counterpart to facilitate resolution of complex high-level issues where process tuning, prioritization, networking with R&D, PM, and Manager is required
•Build trusted relationship and credibility with technical POC and principals from partners

Supporting managing partner's issues

•Assist partners in day to day, business related, support activities
•Take part and initiate joined actions with the partner to pacify end customers and to be the Tech. Support ambassador
•Detect and report possible areas of improvement and propose corrective actions for the partners to gain autonomy, efficiency, and profitability

Supporting partner business

•Provide measurable business value
•Explore quarterly reports and present trends to partners

Representing partners within the PTC Ecosystem
•Establish and maintain strong, trusted relationship with other Departments such as Sales, Renewal Sales, Professional Services, etc.
•Understand the strategy of other PTC departments views, priorities, expectations and goals
•Become the privileged point of contact for other departements to centralize and facilitate resolution of complex high-level issues where prioritization, networking with R&D, PM, and Managers is required

Drive business

•Share Tech. Support information (strategy and achievements) with non-Tech. Support departments about partners and customers activities for lead/risk/opportunity detection
•Share strategically relevant information to Tech. Support Management. Provides insight into current partner status

Promote partners value within PTC

•Promote measurable Tech. Support added business value to other PTC Departments
•Educate and promote best practices for leveraging PTC Tech. Support with customers

Your Team:

An international team of experienced partner relationship managers.

Your Impact:

The Technical Support Partner Relationship Manager (PRM) is a partner relationship management role within Customer Success. A PRM acts as both, the partner's trusted advisor and PTC's point of contact for the support team.
The PRM helps partners resolve issues in business-critical customer projects faster to remove potential blockers for subscription renewals. At the same time the PRM monitors a partner's performance, applies corrective actions in alignment with PTC Management and the Renewal Sales department.