Practice Director, Professional Services – ServiceMax

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.  

Job Overview:

The Practice Director is a key member of the professional services leadership team. This role will lead a high-performance team to deliver scalable, high-quality services that drive customer satisfaction, reduce time-to-value, and ensure long-term customer success. You will be expected to execute on strategic objectives, build executive relationships with customers, and work cross functionally with sales and customer success leadership to drive successful delivery execution for maximizing efficiency and long-term customer success. This role will report to a Vice President of North America, Professional Services.

Responsibilities:

• Be responsible for successful project execution of ServiceMax within your region and project portfolio.
• Own resource planning and team utilization across projects.
• Collaborate with Sales and Customer Success to align project scoping, pricing, and customer outcomes.
• Drive KPIs around delivery timelines, customer satisfaction (CSAT), time-to-value (TTV), and project profitability.
• Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged.
• Build executive level relationships with customers during product implementations to ensure expectations are met throughout the project.
• Build and maintain partner relationships and leverage partners for subcontractor work as appropriate.
• Meet all revenue and expense targets defined for assigned geography and/or product.
• Drive incremental revenue through identification of service and product opportunities during the implementation cycle.
• Drive continuous improvement in all areas including project management, installation and upgrade processes, and tighter integration across all work streams.
• Own and drive orders backlog, services revenue and managing other variable costs.
• Mentor and coach team members to promote growth, accountability, and excellence.
• Support the evolution of offerings—standard packages, custom engagements, and industry-specific services.
• Participate in product leadership team forums, contributing to strategy development and achievement and execution of strategic goals and objectives.
• Act as sponsor and escalation point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction
• Provide proactive leadership of direct reports to include ongoing direction, coaching, and career development.
• Forecast and track revenue generated from assigned customers and work collaboratively with the sales organization.

Skills & Knowledge:

• Strong written and verbal communications skills with the ability to communicate complex technical issues in an easy-to-understand manner.
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Strong track record working in cross-functional teams.
• Demonstrated ability to train/mentor peers.
• Experience interfacing with both internal team members and external customers as part of a solution-based service sales and delivery.
• Change agent and process oriented with the ability to drive improvements in efficiency.
• Deliver executive presentations to provide insight and understanding of customer issues and status to senior management and customers.
• Passion for customer success and delivering measurable value.
• Ability to thrive in a fast-paced, high-growth, collaborative environment.

Minimum Qualifications / Experience:

• 8+ years of experience in professional services, customer success, or client delivery roles—at least 4 years in a leadership position.
• Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, and consistently deliver on targets.
• Strong interpersonal and negotiation skills, with a high degree of self-motivation and an ability to influence others
• Experience working with senior leaders, including accountability for customer satisfaction and/or issue resolution.
• Familiarity with tools like Salesforce, Jira, PSA software (e.g., Mavenlink,