Platinum Support Manager

Job Description

Our world is transforming, and PTC is leading the way.Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

We are seeking a dedicated Platinum Support Manager (PSM) to backfill a current vacancy. This role is integral to delivering a premium technical support experience for our customers who have opted for Platinum Supportan enhanced service offering with a 12% uplift on the subscription value. The PSM will manage a portfolio of 14 customers, representing an Annual Recurring Revenue (ARR) of $13.4 million.

Role Summary

The PSM serves as a trusted technical advisor and liaison, ensuring a seamless support experience by bridging communication between Support, Engineering, and Product teams. This role requires a strong understanding of both the technical and business aspects of each customers ServiceMax implementation and acts as the customers Technical Account Manager post-implementation.

Key Responsibilities

- Build and maintain strong relationships with key business and technical stakeholders across assigned accounts.
- Lead regular case reviews and performance metric discussions.
- Provide timely updates on customer issues and account health to internal teams and leadership.
- Participate in customer-facing meetings, including Quarterly Business Reviews.
- Represent the customers voice internally to drive continuous improvement.
- Manage escalated issues in collaboration with the Escalation Manager.
- Understand and communicate customer-specific customizations and technical needs.
- Collaborate with Account Managers to coordinate:

- Upgrades and rollouts
- Maintenance schedules
- Company events and communications

- Monitor and follow up on customer satisfaction through surveys, feedback, and post-mortem reviews.
- Share technical best practices and relevant updates with customers.
- Contribute to and review knowledge base articles, especially those related to Platinum Support processes.

Required Skills & Experience

- Strong organizational and communication skills.
- Ability to work effectively in a globally distributed team across time zones.
- Minimum of 5 years of experience in software technology, ideally in a support capacity.
- Familiarity with cloud-based environments, including SaaS and PaaS.
- Bachelors degree in an IT-related field or equivalent professional experience.
- Willingness to travel occasionally.

Preferred Qualifications

- Salesforce Administrator 201 and/or Advanced Administrator 211 certifications.
- Project management experience.
- Familiarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript).

Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, youll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us

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