Senior Service 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. You will be part of PTC's Service Management Team, responsible for managing $400 million of Annual Recurrent Revenue (ARR) for both SaaS and On-Premise customers. You will join an internal team of Service Managers located worldwide, including North America, Romania, France, Germany, and Japan. Your Impact Represent PTC with major international customers (top-tier, Fortune 500…), Ensure customer long-term experience and satisfaction with PTC’s offering, Be identified by customers as a trusted advisor and influential problem solver, Represent customers internally to provide insights that impact PTC’s strategy, Plan and execute risk mitigation plans to ensure long-term customer retention and loyalty, Ensure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics. Your Day-To-Day Execute and oversee all PTC Service Management deliverables for your customers, Establish & handle governance model and Services reviews with customers to ensure successful long-term partnerships, Act as main point of contact for escalations, coordinating PTC eco-system resources to resolve customers’ issues, overseeing support requests and change management process, Deploy repeatable processes and best practices using Services ITIL framework, Identify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account team, Understand customers’ business processes to optimize adoption of PTC products and services, Work with Software Operation delivery team to ensure programs are delivered on-time and with quality, Analyze and report on customers system performance metrics (especially SaaS environments), Assist customers with business model strategies about On-Premise and SaaS services. Preferred Skills, Knowledge & Experience: Motivation for client services and account management, Focus on complex project lifecycle, Great verbal & written presentation skills, Strong sense of urgency, working well under pressure and deadlines, Ability to create, build & manage relationships with customers at all levels, Ability to analyze client needs and issues to define proactive actions, Ability to lead teams and drive execution of risk mitigation plans, Background in Program Management: PMP & ITIL background or certification a bonus, Background in Enterprise software implementation or support. Basic Qualifications Bachelor’s degree in computer science or a related field, 5 years of experience in Customer Service or account management functions, Knowledge of SaaS-based and/or Cloud-based business models in the software industry, Languages Native Japan speaker Business English level Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here ."