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Technical Support Account Manager (Tsam)
Company | PTC Inc. |
Address | , Remote |
Employment type | |
Salary | |
Expires | 2023-07-14 |
Posted at | 1 year ago |
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.
Technical Support Account Management is a specialized group within Software Operations and Support Organization (SO&S) that focuses on providing support and personalized attention to PTCs largest customers and acting as customer advocates within PTC.
The Technical Support Account Manager (TSAM) is a customer relationship management service role within SO&S. Account Managers ensure high levels of
customer satisfaction through delivery and coordination of services targeted at the development of long-term, trusted relationships between the Customer and PTC. Account Managers facilitate a Technical Support focus on customer issue prevention and resolution as well as on project-based support requirements.
- Provide a single point-of contact for Customer engagement with Technical Support on a proactive, long term (years) basis. TSAM are typically assigned accounts with a medium to high level of complexity.
- Develop and maintain a prioritized Issue List and Action Plan to drive resolution of a series of highly- escalated issues with limited management oversight.
- Identify renewal risk and communicates to the SO&S chain. Reports the overall Technical Support value delivered. Drives management visibility to the overall customer experience.
- Ensure customer satisfaction by coordinating resources in R&D, Services, Sales, and Technical Support to efficiently and rapidly address the Action Plan for assigned accounts.
- Follow Escalation Process where needed.
- Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.
- Ability to discuss on a technical level and understand complex software solutions
- Excellent communication and presentation skills, both written and spoken
- Cross-functional coordination and collaboration skills across various levels
- Ability to work well in team with excellent organizational skills
- Knowledge of PTC solutions is not required but a big plus
- Successful track record in Relationship Management and Account Management, preferably in a digital selling IT environment
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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