Quick Summary
Platinum Support Manager (Technical Account Manager)
PTC is leading the transformation where the physical and digital worlds converge, enabling companies to improve operations, create better products, and empower people. Our global team of nearly 7,000 drives our success by exploring, learning, and growing together.
The Platinum Support Manager (PSM) manages a portfolio of Platinum accounts, ensuring an optimal technical support experience for the customer. This role requires a deep understanding of both the technical and business aspects of a customer’s ServiceMax implementation, operating effectively as the customer’s Technical Account Manager. The PSM collaborates closely with the Account Manager (AM) to manage customer relationships and needs. The candidate will own the post-implementation technical conversation, including maintaining a high-level understanding of the implementation and customizations in use.
Job Responsibilities
- Manage and interface directly with a portfolio of assigned customers.
- Manage technical interactions between Support, Engineering, and Product teams to deliver a unified support experience to Customers.
- Develop strong relationships with key business and technical stakeholders across assigned accounts.
- Run regular case and metric review meetings.
- Communicate the status of customer issues and overall account health internally (within Support, to other departments, and to executives) as necessary.
- Lead, contribute to, and/or attend customer-facing meetings, such as Quarterly Business Reviews.
- Act as the Voice of Customer to internal departments, advocating for customer needs.
- Manage escalated Customer issues through to resolution, in conjunction with the Escalation Manager.
- Understand the Customer's customizations and technical requirements and effectively communicate these to other departments.
- Work with the Account Manager (AM) to inform and plan with the customer regarding:
- Upgrades and other rollouts.
- Upcoming maintenance events.
- Upcoming Company events, such as annual conferences.
- Follow up on Customer satisfaction metrics:
- Survey returns.
- Issues & Feedback.
- Post-mortem calls.
- Deliver technical best practices and keep the customer informed of relevant organizational news.
- Create and review Knowledge Articles, particularly those related to Platinum Support processes.
Required Skills & Experience
- Ability to work remotely in CST or PST time zones.
- 7+ years of customer-facing experience, ideally in a Technical Account Manager, Platinum Support Manager, Project Manager, or Escalation Manager role.
- 7+ years of experience implementing, administering, or supporting enterprise software applications.
- Strong organizational skills.
- Excellent communication skills.
- Excellent presentation skills, with the ability to comfortably present to all levels within a customer organization.
- Willingness to travel occasionally.
- Five years or more of related experience in software technology, preferably in software support.
- Understanding of cloud-based environments, including SaaS and PaaS.
- Bachelor degree in an IT-related field, or equivalent work experience.
- Ability to work effectively in a globally distributed team environment, across multiple time zones.
- Experience working with Case management systems, preferably SFDC. Ability to develop reports, review data, and communicate metrics.
Desirable Skills & Experience
- Salesforce Administrator 201 certification.
- Salesforce Advanced Administrator 211 certification.
- ServiceMax product experience, including SVMX101 and 201 certifications.
- 3+ years of Project Management experience.
- Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, PHP, .NET, Java, and JavaScript.
Compensation and Benefits
The anticipated annual salary range for this position is between $78,000 - $95,000. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Candidates may also be eligible for a performance-based bonus and participation in the employee share purchase program (ESPP) for discounted PTC stock. Certain roles may also be eligible for participation in equity programs.
Employees may be eligible for comprehensive benefits, including medical, dental, and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage, and a generous commuter subsidy (if office-assigned).
Equal Opportunity and Accessibility
At PTC, we value diverse ideas and perspectives, striving to create an inclusive environment where everyone belongs. We are proud to be an Equal Opportunity Employer, welcoming applicants from all backgrounds and hiring without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by law.
PTC endeavors to make ptc.com/careers accessible to all users. If you require assistance completing the application process due to accessibility needs, please contact PTC's Talent Acquisition team at [email protected]. This contact information is strictly for accommodation requests.