PTC Inc.

Manage a portfolio of Platinum accounts providing technical support, coordinate between support, engineering, and product teams, and maintain strong customer relationships. | 7+ years customer-facing technical support or project management experience, enterprise software support, cloud environment knowledge, excellent communication skills, and ability to work remotely in CST/PST. | 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-Remote (CST/PST) 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 Additional Details PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the salary range for this position to be between $80,000-90,000 US. The actual pay may be lower or higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses. Also, every PTC employee also has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC’s benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage. Note: PTC benefits programs are subject to eligibility requirements. 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. 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 ."

Manage a portfolio of Platinum accounts by coordinating technical support, customer communication, and cross-department collaboration to ensure customer satisfaction and issue resolution. | 7+ years customer-facing experience in technical account or escalation management, enterprise software support, cloud environment knowledge, strong organizational and communication skills, and willingness to travel occasionally. | 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-Remote (CST/PST) 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 Additional Details PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the salary range for this position to be between $80,000-90,000 US. The actual pay may be lower or higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses. Also, every PTC employee also has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC’s benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage. Note: PTC benefits programs are subject to eligibility requirements. 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. 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 ."

Lead customer engagements to develop digital transformation roadmaps, collaborate with sales teams, create business cases, and provide manufacturing process expertise to optimize product development processes. | 20+ years experience with discrete manufacturing, advanced degree preferred, strong knowledge of manufacturing processes, ERP/MES systems, and excellent communication and analytical skills. | 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. Business Development Manager PTC is looking for a talented individual to join our Solutions Consulting group. The Senior Principal Business Development Manager (BDM) helps customers maximize the value they realize through PTC’s solutions. The BDM consults with customers, PTC's extended ecosystem and partners to build transformative PTC digital thread plans based on our customers' strategic priorities and maturity. The BDM helps support the PTC Sales organization in growing revenue by defining the most compelling value justifications, helping differentiate PTC solutions and strengthening customer strategic relationships. Day-to-Day Responsibilities: • Customer Engagement – Lead customer value-centric engagements to align strategic priorities, analyze maturity, and develop digital transformation roadmaps. • Market and Product Knowledge – Stay informed on industry trends, competitive landscape, industry, and market dynamics. Maintain deep knowledge of PTC’s Digital Thread products and solutions, unique differentiators, and the financial impact for clients. Share insights and best practices with the sales and pre-sales teams. • Trusted Advisor – Provide expert business transformation guidance based on deep industry, market, PTC and enterprise transformation knowledge and experience. • Sales Collaboration – Collaborate with sales teams in pursuing new opportunities and defining account strategies. Develop and deliver tailored presentations and proposals. Assist in responding to complex digital transformation questions and objections from potential clients. Support sales teams’ closing efforts by providing experience-based recommendations and evidence-based financial justifications. • Business Case Development – Lead the creation of business cases by aligning with customers and implementation partners on target value areas and modeling financial benefits/ROI projections. • Value Proposition and Roadmap – Develop and present compelling value propositions enabled by PTC solutions (Value Canvas and roadmap). Support ongoing Value Management and realization throughout the customer lifecycle by updating roadmaps and value propositions with the customer, PTC ecosystem, and partners. • Manufacturing Process Expertise – Primary support for customer value and process discussions around optimizing PTC PLM-enabled product development process with ERP and MES. Includes providing business domain expertise to update PTC field assets to be more impactful with customer executives. Preferred skills & knowledge most relevant to the job • Excellent communication, presentation, and persuasion skills • Ability to analyze, processes and make recommendations (Lean, Six Sigma, TQM, etc.) • Experienced in interviewing, documenting findings, and delivering live presentations to executives and cross-functional groups. • Strong Excel & PowerPoint capabilities • Familiarity with discrete manufacturing product development processes and systems desired (Product Lifecycle Management, Application Lifecycle Management) • Product Development, Engineering, IT, Manufacturing, and/or Service process knowledge desirable • Enterprise Software, Implementation & Governance knowledge desirable • Functional knowledge of ERP and MES systems; Production Planning, Supply Chain Management and/or Materials Management. SAP HANA experience desirable. Preferred Experience • 20+ years of experience in working with a discrete manufacturer. Includes working at manufacturing company, consulting roles and/or software solutions subject matter experts. • Vertical/Industry Experience: Experienced in working with Industrial and/or Automotive manufacturers. • Educational: University Degree, Advanced Degree Preferred (MBA) • Majors : Engineering, Business, Manufacturing PTC carefully considers a wide range of compensation factors, which include a candidate’s background and experience, in determining salary for a position. Compensation will vary based on these factors, but PTC anticipates the salary range for this position to be between $ 133,000 – $185,000 . The actual pay may be lower or higher depending on a candidate’s skills, qualifications, experience, and location and may also include the opportunity to earn a discretionary bonus. Additionally, every PTC employee has the opportunity to become a PTC shareholder through our employee share purchase program which allows employees to purchase discounted PTC stock and, for eligible roles, an equity grant. Subject to the terms and conditions of PTC’s benefits programs, employees may be eligible for medical, dental and vision insurance, paid time off and sick leave policies, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and a generous commuter subsidy. 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. 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 ."