Platinum Support Manager

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.  

Platinum Support Manager

The Platinum Support Manager (PSM) manages a portfolio of Platinum accounts, to provide an optimal technical support experience for the customer.  This position requires an understanding of both the technical and business aspects of a customer’s ServiceMax implementation, operating as the customer’s Technical Account Manager. The PSM works closely with the Account Manager (AM) to manage the relationship and needs of the customer. The candidate will be expected to own the post-implementation technical conversation with the customer, including a high-level understanding of the implementation and customizations in use. 
 

 Job Responsibilities 

• Manage and interface with a portfolio of assigned customers 

• Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Customers. 

• Develops relationships with key business and technical stakeholders across assigned accounts 

• Runs regular case and metric review meetings. 

• Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives 

• Leads, contributes to, and or attends, customer facing meetings, such as Quarterly Business Reviews. 

• Acts as the Voice of Customer to internal departments. 

• Manages escalated Customer issues through to resolution, in conjunction with Escalation Manager. 

• Understands the Customer's customizations and technical needs and is able to communicate these to other departments. 

• Works with the AM to inform and plan with the customer: 

• Upgrades and other rollouts  

• Upcoming maintenance events 

• Upcoming Company events, such as annual conferences 

• Follows up on Customer satisfaction: 

• Survey returns 

• Issues & Feedback 

• Post-mortem calls 

• Delivers technical best practices and keeps customer informed of news from within the organization 

• Creates and reviews Knowledge Articles, particularly around Platinum Support processes 
   

Skills/Experience – Required 

• Ability to work remotely in CST or PST time zones.
• 7+ years of customer facing experience, ideally in a Technical Account manager, Platinum Support manager, Project Manager or Escalation manager role. 

• 7+ years of experience implementing, administering or supporting enterprise software applications 

• Strong organizational skills 

• Excellent communication skills 

• Excellent presentation skills, with ability to comfortably present to all levels in a customer organization 

• Willingness to travel occasionally 

• Five years or more of related experience in software technology, preferably in software support 

• Understanding of cloud-based environments, including SaaS and PaaS 

• Bachelor degree in IT-related field, or equivalent work experience 

• Ability to work in a globally distributed team environment, across multiple time zones 

• Experience working with Case management systems, preferably SFDC.  Ability to develop reports, review data and communicate metrics. 

Skills/Experience - Desirable 

• Salesforce Administrator 201  

• Salesforce Advanced Administrator 211  

• ServiceMax product experience including SVMX101 and 201 certifications 

• 3+ years of Project Management experience 

• Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, PHP, .NET, Java and JavaScript 

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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