Customer Success Manager

hace 2 semanas

Barcelona, Barcelona, España Ptc A tiempo completo

Customer Success Manager

At PTC, we're transforming the world by bringing the physical and digital worlds together. Our software enables companies to improve operations, create better products, and empower people in all aspects of their business. As a Customer Success Manager, you'll play a crucial role in our success by building strong relationships with our customers and helping them achieve their goals.

Key Responsibilities:

  • Manage a timely and effective hand-off from the Strategic Sales team to the CSM team.
  • Build a strong relationship with both the Strategic Sales and Technical Services teams to jointly represent Onshape as a unified Account Team that supports and manages each customer.
  • Develop tactical Account Plans collaboratively with 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.
  • Close 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.

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