Premier 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.

The Premier Support Manager (PSM) manages a portfolio of Premier 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 highlevel understanding of the implementation and customizations in use.

Job Responsibilities
• 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
• Contributes to, and attends, other 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:
o Upgrades and other rollouts
o Upcoming maintenance events
o Upcoming Company events, such as annual conferences
• Follows up on Customer satisfaction:
o Survey returns
o Issues & Feedback
o Post-mortem calls
• Delivers technical best practices and keeps customer informed of news from within the organization
• Creates and reviews Knowledge Articles, particularly around Premier Support processes

Skills/Experience – Required
• Strong organizational skills
• Excellent communication skills
• 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
Feb 2021 Premier Support Manager Job Description v5 Page 2
Skills/Experience - Desirable
• Salesforce Administrator 201
• Salesforce Advanced Administrator 211
• Project Management experience
• Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, PHP, .NET, Java
and JavaScript

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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