Principal Customer Success Manager

hace 4 semanas

Barcelona, Barcelona, España PTC A tiempo completo
Transform the Physical World with PTC

At PTC, we're revolutionizing the way companies operate by bringing the physical and digital worlds together. Our software empowers businesses to improve operations, create better products, and empower people in all aspects of their work.

Join Our Global Team

We're a global team of nearly 7,000 talented individuals who are passionate about innovation and problem-solving. 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.

About the Role

We're seeking a skilled Principal Customer Success Manager to join our team. As a key member of our Account Team, you'll be responsible for managing a timely and effective hand-off from our Strategic Sales team to our CSM team. You'll build strong relationships with both teams to jointly represent Onshape 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 Onshape
  • Effectively navigate internally and cross-functionally to ensure both customer needs and business needs are met
  • Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc.
  • Meet or exceed KPIs and goals, as set by Onshape and Customer Success leadership
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
Basic Qualifications:
  • Bachelor's degree or equivalent
  • Fluent level of English is mandatory (additional French and/or German languages are desirable)

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.

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