Technical Support Account 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.  

About the Role

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 their people.

As a Technical Support Account Manager (TSAM)—a role closely aligned with Customer Success Management (CSM)—you will manage a portfolio of strategic SaaS and On-Premise customers. You will act as a trusted advisor and customer advocate, ensuring a high-quality support experience while driving customer satisfaction, retention, and long-term success.

Unlike traditional Customer Success roles focused on adoption and growth, this role emphasizes operational excellence, support experience, and issue resolution as key drivers of customer success.

This role is ideal for individuals with experience as a Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery Manager (SDM) who enjoy working at the intersection of customer experience, support operations, and cross-functional execution.

You will be part of PTC’s global Service Management organization, partnering with teams across North America, Europe, and Asia.

Your Impact

• Build and maintain strong relationships with strategic enterprise customers (including Fortune 500 organizations)
• Serve as a trusted advisor, guiding customers through operational challenges and support-related strategies
• Act as the voice of the customer, influencing internal teams across Support, R&D, Services, and Sales
• Proactively identify risks to customer satisfaction and retention, and drive mitigation plans
• Ensure customers receive full value from PTC’s support model and services
• Provide insights based on customer health, support metrics, and system performance

Your Day-to-Day

• Serve as the primary point of contact for support-related customer engagement
• Lead customer governance through service reviews and operational meetings
• Own and coordinate critical escalations, ensuring timely resolution
• Monitor support activity, including case trends, severity, and performance
• Identify risks and execute mitigation plans in collaboration with cross-functional account teams
• Apply ITIL-based best practices to deliver a consistent, high-quality service experience
• Analyze system performance, especially in SaaS environments, to identify trends and opportunities
• Partner with delivery and account teams to ensure programs are delivered on time and with quality
• Guide customers on support processes, best practices, and operational optimization

Preferred Skills & Experience

• Experience in Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery roles
• Strong customer-facing communication and executive presence
• Proven ability to manage escalations and complex customer environments
• Experience working with enterprise customers and cross-functional teams
• Analytical mindset with ability to interpret customer health and performance metrics
• Strong relationship-building skills across technical and business stakeholders
• Familiarity with ITIL or service management frameworks (preferred)
• Experience with CAD, PLM, or enterprise software solutions (preferred)

Basic Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field
• 5+ years of experience in Customer Success, Technical Support, Account Management, or similar roles
• Experience with SaaS and/or cloud-based software environments

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.
For more information about PTC’s comprehensive benefits and our AI usage, please visit our Careers Page (https://www.ptc.com/en/careers/united-states-careers). Applications will be accepted on an on-going basis until the opportunity is filled.
PTC endeavors to make ptc.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact PTC's Talent Acquisition team at [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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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