Cloud Services Manager

Employer: PTC
  • Management - Consulting
  • Job type: full-time
    Job level: peste 5 years of experience
  • Updated at: 27.05.2020
    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.


    Your Skills and Knowledge:

    •Degree in Computer Science, Management Information Systems or a related field
    •5-10 years of experience in client service/account management or related field
    •Motivation & focus for client service/account management and for complex project lifecycle, project and sustain mode, build management & environment management
    •Knowledge of SaaS and Cloud based business models in software industry
    •Achievements in managing ARR, renewals and retention quotas
    •Superior presentation, verbal and written skills
    •High Emotional Intelligence and soft-skills to form strong relationships with customers at all levels
    •Ability to assess client requirements and identify issues to take appropriate preventative action
    •Experience in reporting & negotiation with Program Directors & Executives
    •Background in Program Management, PMP is a bonus
    •ITIL background knowledge or certification is a bonus
    •Fluency in English required; German or French is a bonus


    Your Day-To-Day:

    •Accountable and responsible for executing and/or oversight all Cloud/PTC deliverables
    •Establish & maintain relevant governance model with your customers, partners and the PTC eco-system to ensure a successful long-term partnership
    •Perform recurrent Cloud Service Reviews to designated customer base
    •Coordinate and leverage internal & external eco-system resource to resolve any outstanding issues for assigned customers
    •Manage PTC services partners and OEM engagements on PTC Cloud
    •Adopt, apply, and execute defined repeatable processes and best practices using Cloud Services ITIL framework
    •Act as the client point of contact for escalations and ensure PTC eco-system is effectively reacting to their business needs and objectives
    •Identify operational risk impacting renewals, work with the account team to create and execute customer resolution plans as required
    • Serve as the primary contact in customer enablement activities related of PTC Cloud processed and procedures
    • Participate in deal reviews as required
    • Investigate and understand the internal business processes of the client base and assist them with their solution strategy, usage, and adoption
    • Oversees service requests and change management process; ensure design and build reviews when in production
    • Works in concert the Cloud Delivery PM.; ensures new programs / major Cloud program work is delivered on-time, with quality
    • Establishes and maintains the pulse of the customer and represents the “voice” of clients; captures service gap identification
    • Analyze, interpret and report on customers system performance metrics
    • Ensures production systems are actively monitored and PTC applications are proactively tuned; orchestrate activities to secure and maintain optimal system performance
    • Travel within assigned geographic territory intermittently
    • Late work schedule of 1 pm until 10 pm required for coverage of Americas (mainly US) office hours

    Other info

    Your Team:

    •You will be part of PTC’s Cloud Service Management Team organization, managing $100 Million ARR
    •You will be a member of an internal team composed of Service Managers distributed worldwide (Mostly North America and Romania, and some individuals in France, Germany, and Japan)

    Your Impact:
    •Assigned and designated to independently oversee a set of top-tier, Fortune 500 international customers, directly managing the results of at least $5 Million in Annual Recurring Revenue (ARR)
    •As the face of PTC for Cloud for customers, manage clients overall experience & work with the PTC eco-system to ensure an exceptional customer experience
    •Ensure long term customer satisfaction of PTC’s Cloud offering, products, and services
    •Achievement in the success of Customer Net Promoter Score (NPS) goals
    •Influence customer outcomes through the analysis of customer health metrics
    •Represent the voice of the customer and provide valuable insights that impact PTC’s cloud, product, marketing, and sales strategy
    •Plan, define and execute renewal plans that ensure high rate of retention
    •By providing valuable insights to customers, ensure full usage, adoption, and value of PTC products and services
    •Become a trusted and influential advisor and critical problem solver for customers
    •Develop customer relationships that promote long-term customer retention and loyalty
    •Sustain business growth and profitability by maximizing customer value
    •Impact organizational margin objectives via knowledge and management of customer compliance of cloud contract and services
    •Efforts result in goals related to customer references and referrals
    •Build successful strategic relationships with internal and external customers that promote the value of PTC Cloud and drive business growth
    •Identify and cultivate new expansion and cross-sell opportunities by making existing client base aware of new, emerging or existing technologies, demonstrate the value of these technologies and how they can provide positive results for the client
    •Assist in the development of Cloud SaaS, managed services and business model strategies