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Senior Customer Success Manager
2 weeks ago
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:
- 6+ years of Customer Success, Project Management, Program Management or relevant industry experience
- Bachelor's Degree or equivalent experience
- Ability to travel ~25% of time
- and/or ServiceMax experience is a strong advantage
- This is a remote position based in Sydney or Melbourne
Job Types: Full-time, Permanent
Pay: $160,000.00 – $185,000.00 per year
Benefits:
- Employee stock purchase plan
- Health insurance
- Maternity leave
- Travel reimbursement
- Visa sponsorship
- Work from home
Work Location: Hybrid remote in Melbourne VIC 3000
