Principal Customer Success Manager

hace 3 semanas

Barcelona, Barcelona, España Ptc A tiempo completo
Unlock Customer Success with PTC

At PTC, we're transforming the way companies operate, create, and empower their teams. Our software brings the physical and digital worlds together, and we're looking for a talented Principal Customer Success Manager to join our team.

About the Role

As a Principal Customer Success Manager, you'll be responsible for managing a timely and effective hand-off from our Strategic Sales team to our Customer Success team. You'll build strong relationships with both teams to jointly represent PTC as a unified Account Team that supports and manages each customer.

Key Responsibilities
  • Develop tactical Account Plans collaboratively with the Account Team
  • Navigate customer's organization to deepen strong relationships with key decision makers and to strengthen understanding of business needs/drivers
  • Responsible for risk identification, escalation, and mitigation planning & execution
  • Lead monthly and/or quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems
  • Manage all customer projects, including more complex implementations
  • Identify incremental opportunities within and across other business units; works closely with Sales to pursue and win these
  • Develop excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction
  • Closing the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout PTC
Requirements
  • 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
  • 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 Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; ChurnZero, Zendesk, or Jira experience a plus
  • Engineering/Manufacturing background a plus
What We Offer

At PTC, we offer a dynamic and inclusive work environment that values innovation, creativity, and collaboration. We're committed to helping our team members grow and develop their skills, and we offer a range of benefits and perks to support their well-being.

Join us in our mission to transform the world through innovation and technology. Apply now to become a part of our team and help us shape the future of customer success

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