Cloud Services Consultant, Associate
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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:
o Bachelor’s degree or equivalent;
o 2 years of experience in client service/account management or related field ;
o Motivation & focus for client service/account management ;
o Good communication skills, both verbal and written;
o Good knowledge of Excel and PowerPoint;
oAbility to assess client requirements and identify issues to take appropriate preventative action;
o Fluent in English.
o Support Cloud Customer Management team in all activities related to team reporting, customer satisfaction scoring and business trends;
o Build monthly service review and usage reports; enhance process on-going ;
o Support all processes related to customer governance and communication model that ensure a successful long-term partnership;
o Coordinate and leverage internal & external eco-system resource to resolve any outstanding issues for assigned customers;
o Adopt, apply, and execute defined repeatable processes and best practices using Cloud Services ITIL framework;
o Act as key team member and support resolutions of customer escalations and ensure PTC eco-system is effectively reacting to their business needs and objectives;
o Track trends related to renewals, support customer management team in the creation and execution of customer resolution plans;
o Assist in customer enablement activities related of PTC Cloud processes and procedures;
o Oversees service requests and change management process;
o Establishes and maintains the pulse of the customer and help represent the “voice” of clients;
o Ensures production systems are actively monitored and PTC applications are proactively tuned; help orchestrate activities to secure and maintain optimal system performance;
o Coordinate Cloud activities (requests, patches, updates) with PTC Cloud customers;
o Coordinate and track internal activities related to Service Management processes (Surveys, renewals).
o You will be part of PTC’s Cloud Service Management Team organization, managing $100 Million ARR;
o You will be member of an international team composed of Service Managers distributed worldwide (Mostly North America and Romania, and some individuals in France, Germany and Japan).
o Assigned and designated to oversee the success of small-medium business (SMB) customers;
o Provide support and assistance in the management of clients’ overall experience & work with the PTC eco-system to ensure an exceptional customer experience;
o Ensure long term customer satisfaction of PTC’s Cloud offering, products, and services;
o Support achievement in the success of Customer Net Promoter Score (NPS) goals ;
o Create reports that allow for the analysis of customer health metrics;
o Support team efforts related renewal, expansion and growth strategies via upsell and cross-sell; directly impacting PTC Cloud bookings and revenue metrics;
o Become a trusted and influential advisor to senior members of Cloud Customer Management organization;
o Help team develop customer relationships that promote long-term customer retention and loyalty;
o Sustain business growth and profitability by maximizing customer value;
o Impact organizational margin objectives via knowledge and management of customer compliance of cloud contract and services;
o Support team efforts related to customer references and referrals.