Customer Success Manager

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Employer: PTC
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 01.07.2020
    Short company description

    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.

    Requirements

    • 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 how businesses function and their priorities, and more importantly the ability to translate technical and operational issues and opportunities in business terms and value propositions that ensures the collective executive level support for driving long term technical and operational improvements.
    • Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.
    English is mandatory, italian or French are very nice to have.

    Responsibilities

    Your Day-To-Day:

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

    Other info

    Your Team:

    Individual will be part of a team of 7 people in Bucharest managed by a local leader. This team and his leader will report to EMEA Senior Director CSM.
    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 Manager 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 Managers 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.