Principal Customer Success Manager

September 16

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PTC

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Product Development Solutions • PLM - Product Lifecycle Management • CAD- Computer Aided Design • Internet of Things • Application Lifecycle Management

5001 - 10000

Description

• Customer Success Managers work proactively with a portfolio of our largest Enterprise customers. • You are directly accountable for your clients’ successful product deployment, adoption, retention, and advocacy. • The right candidate is an expert relationship builder and deeply understands their customers’ business models, core problems, and critical use cases. • Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team. • Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our ALM, CAD, PLM, IoT, and AR products as a unified “Account Team” that supports and manages each customer. • Develops tactical Account Plans collaboratively with the “Account Team”. • Responsible for risk identification, escalation, and mitigation planning & execution. • Leads weekly/monthly/quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems. • Instills a level of enthusiasm within the customer that leads to being an advocate of ALM, CAD, PLM, IoT, and AR through referrals, case studies, customer spotlights, etc. • Effectively navigates internally and cross-functionally to ensure both customer needs and business needs are met. • Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these. • Meets or exceeds KPIs and goals, as set by Customer Success leadership.

Requirements

• Bachelor’s degree or equivalent preferred. • 5+ years proven track record of measurable success in strategic customer account management and development within the service industry, specifically working with larger clients. • Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships. • Customer focused, organized, excellence oriented, personable with natural problem-solving abilities, creative, innovative, inquisitive and solutions oriented. • Strong project-management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance. • Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs. • Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization. • Ability to think critically, troubleshoot and solve complex problems both independently and collaboratively in a fast-paced, changing environment. • Ability to excel in a data-driven, metrics-oriented environment. • Experience creating and delivering presentations to key clientele; excellent presentation and communication skills. • Demonstrated discretion and ability to work with confidential information. • Proficiency using a CRM tool (i.e. Salesforce) plus Microsoft Office-like applications. • Engineering/Manufacturing background or exposure a plus.