Principal Customer Success 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.

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.

Onshape (www.onshape.com), a PTC SaaS business, is developing a completely new SaaS Computer-Aided Design (CAD) and data management platform for professional mechanical designers and engineers. You will be working within a business unit that uses cutting edge cloud, web, and mobile technologies.

Day-To-Day:

• Manage a timely and effective hand-off from the Strategic Sales team to the CSM team

• Build a strong relationship with both the Strategic Sales and Technical Services teams to jointly represent Onshape as a unified “Account Team” that supports and manages each customer

• Develop tactical Account Plans collaboratively with “Account Team”

• Navigate customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers

• Responsible for risk identification, escalation, and mitigation planning & execution

• Lead monthly and/or quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems

• Manage all customer projects, including more complex implementations

• Identify incremental opportunities within and across other business units; works closely with Sales to pursue and win these

• Develop excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction

• Close the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout Onshape

• Effectively navigate internally and cross-functionally to ensure both customer needs and business needs are met

• Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc.

• Meet or exceed KPIs and goals, as set by Onshape and Customer Success leadership

• Facilitate customer relationship through calls and on-site visits

Preferred Skills:

• 5+ years proven track record of measurable success in strategic customer account management and development within the service industry, specifically working with larger clients

• Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships

• Customer focused, organized, excellence oriented, personable with natural problem-solving abilities, creative, innovative, inquisitive and solutions oriented

• Strong project-management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance

• Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs

• Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization

• Ability to think critically, troubleshoot and solve complex problems both independently and collaboratively in a fast-paced, changing environment

• Ability to excel in a data-driven, metrics-oriented environment

• Experience creating and delivering presentations to key clientele; excellent presentation and communication skills

• Demonstrated discretion and ability to work with confidential information

• Proficiency using Microsoft Office (Word, Excel, Outlook, PPT) and Salesforce.com; ChurnZero, Zendesk, or Jira experience a plus

• Engineering/Manufacturing background a plus

Basic Qualifications:

• Bachelor’s degree or equivalent

• Fluent level of English is mandatory (additional French and/or German languages are desirable)

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.

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."