Senior Customer Success Management Manager

Full 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.

Job Description The Senior Customer Success Manager is a critical component within the account team, playing a key role in driving solution adoption and value realisation, coupled with delivering robust account management support. This exciting position offers the opportunity to interface with senior leaders, provide guidance to executive, program, and technical teams, and act 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.

Responsibilities:

Advance PTC’s relationship with Direct Strategic/Enterprise and Commercial customers.
Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion and renewal.
Function as a trusted advisor for the client’s executive, program and technical teams, collaborating tightly with PTC stakeholders.
Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience, product quality, and identifying opportunities for growth.
Contribute as an integral member of the account team; properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support.
Effectively manage critical adoption programs for key accounts
Ensure rapid and successful adoption of any acquired solutions and ensure that customers realise value from these solutions.
Develop and maintain customer success plans aligned with measurable business objectives and value.
Preferred Skills and Experience:

Domain expertise in Service Lifecycle Management (SLM), including Field Service Management (FSM), service parts management, warranty, and service analytics
Familiarity with CAD, PLM or ALM software and how these solutions integrate with service operations
Experience working with or within service organizations, especially in industries such as Medical Devices, Life Sciences, HVAC, Telco, Utilities
Effective communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to technical teams at all levels.
Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements
Practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.
Competencies:

Integrity Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner. You keep confidences, admit your mistakes and never misrepresent yourself or the company for personal gain.
Composure: You thrive in ambiguous environments, stay cool under pressure and do not become defensive or irritated and are the one who can be counted on to hold things together during tough times.
Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network. You are an expert at understanding the culture of organizations and how to navigate them while building and maintaining consistent key policies, practices and procedures to provide a consistent high level client experience.
Basic Qualifications:

8+ years of Customer Success, Project Management, Program Management or relevant industry experience
Bachelor's Degree or equivalent experience
Ability to travel ~25% of time
Salesforce.com and/or ServiceMax experience is a strong advantage
This is a remote position based in Sydney or Melbourne
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?

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