Customer Success Manager, Principal

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and 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.  

Customer Success Managers are naturally curious about PTC solutions and the domains they are used in and seek hands-on experience while working with experts in the field to best understand how PTC’s solutions help our customers meet their business objectives. If you have deep domain and relationship management experience, we want you to join our team.

Responsibilities:

• You will be working with high visibility accounts in the Life Sciences industry
• 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 identify market growth opportunities.
• Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support.
• Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors.
• Ensure a rapid and successful adoption of any acquired solutions and ensure that customers realize value from these solutions.

Preferred Skills and Experience:

• Experience working with accounts in the Life Sciences industry
• Domain experience with CAD, PLM or ALM software plus the ability to understand how these solutions are implemented
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to staff 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
• Basic 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:

• 8+ years of Customer Success, Project Management, Program Management or relevant industry experience
• Bachelor's Degree or equivalent experience
• Ability to travel ~25% of time

PTC carefully considers a wide range of compensation factors, which include a candidate’s background and experience, in determining salary for a position. Compensation will vary based on these factors, but PTC anticipates the salary range for this position to be between $97,300 – $146,000. The actual pay may be lower or higher depending on a candidate’s skills, qualifications, experience, and location and may also include the opportunity to earn a discretionary bon