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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. Your Team:
- You will be part of the Service Management Team of the PTC Retail Customer Success Organization, part of the PTC Retail Business Unit
- Your team is composed of Service Managers distributed worldwide (North America, UK, France, India)
Your Impact:
- You will support the Retail Service Manager team by managing the following responsibilities with a high degree of quality and attention to detail:
- Creation of Monthly Service Review slide decks
- Distribution of Monthly Usage reports
- Customer Health Dashboard management
- You will be assigned to a set of PTC Cloud customers in a reactive mode; your main customers are based in the Americas.
- You will act as the client Point of Contact for escalations and all PTC Cloud needs
Your Day-To-Day:
- Prepare Service Review presentation material / reports by leveraging existing tools in a timely manner for the Service Manager community
- Perform a basic level of Quality Control through detail-oriented review of the resulting materials
- Other Service Managers will use this material to deliver Service Reviews.
- Manage a client portfolio as a designated PTC Service Manager reacting to customer inquiries or issues.
- Respond to client emails
- Coordinate client environment activities as needed
- Escalate as needed on client behalf
- Deliver a basic Service Review on a quarterly basis
- Be a point of contact for maintenance and other activities requiring coordination with the client.
- Cost analysis
- Coordinate Upgrade discussions and scheduling
- Manage Client Dashboard/Health reporting process
- Ensuring quality and timely updates
- Ensuring consistent update rhythm
- Coordination with other Service Managers
- Coordinate internal & external eco-system to resolve any outstanding issues for your customers
- Coordinate Service Manger activities related to verifying client document management, cost control efforts and reporting requirements.
Your Skills and Knowledge:
- Degree in Computer Science, Management Information Systems or a related field
- Motivation & focus for client service/account management and for complex project lifecycle, project and sustain mode, build management & environment management
- Soft skills to form strong relationships at all levels
- Ability to assess client requirements and identify issues to take appropriate preventative action
- ITIL background knowledge or certification is a bonus
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire 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 local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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."
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PTC
Apr 04, 2025