Technical Support Account Manager - Afternoon Hours 13-22

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 North American 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.

Responsibilities

• 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
• Support strategic North American On-Premise and SaaS customers during their work hours (~7AM to 4PM US Eastern Time, i.e. ~2PM to 11PM Eastern European Time)
• 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)

Requirements

• 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
• 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?
• We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here ."

Benefits

Additional Information

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.

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