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 Service Manager Senior manages a portfolio of SaaS and On-Premise customers.
He or she advocates for the best interest of our clients and is an essential contributor that supports the delivery of a superior customer experience enabling the achievement and expansion of PTC business objectives and offerings.
Service Manager, Senior (f/m/d)
You will be part of PTC's Service Management Team, responsible for managing $400 million of Annual Recurrent Revenue (ARR) for both SaaS and On-Premise customers. You will join an internal team of Service Managers located worldwide, including North America, Romania, France, Germany, and Japan.
Your Impact
- Represent PTC with major international customers (top-tier, Fortune 500…),
- Ensure customer long-term experience and satisfaction with PTC’s offering,
- Be identified by customers as a trusted advisor and influential problem solver,
- Represent customers internally to provide insights that impact PTC’s strategy,
- Plan and execute risk mitigation plans to ensure long-term customer retention and loyalty,
- Ensure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics.
Your Day-To-Day
- Execute and oversee all PTC Service Management deliverables for your customers,
- Establish & handle governance model and Services reviews with customers to ensure successful long-term partnerships,
- Act as main point of contact for escalations, coordinating PTC eco-system resources to resolve customers’ issues, overseeing support requests and change management process,
- Deploy repeatable processes and best practices using Services ITIL framework,
- Identify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account team,
- Understand customers’ business processes to optimize adoption of PTC products and services,
- Work with Software Operation delivery team to ensure programs are delivered on-time and with quality,
- Analyze and report on customers system performance metrics (especially SaaS environments),
- Assist customers with business model strategies about On-Premise and SaaS services.
Preferred Skills, Knowledge & Experience:
- Motivation for client services and account management,
- Focus on complex project lifecycle,
- Great verbal & written presentation skills,
- Strong sense of urgency, working well under pressure and deadlines,
- Ability to create, build & manage relationships with customers at all levels,
- Ability to analyze client needs and issues to define proactive actions,
- Ability to lead teams and drive execution of risk mitigation plans,
- Background in Program Management: PMP & ITIL background or certification a bonus,
- Background in Enterprise software implementation or support.
Basic Qualifications
- Bachelor’s degree in computer science or a related field,
- 5 years of experience in Customer Service or account management functions,
- Knowledge of SaaS-based and/or Cloud-based business models in the software industry,
Languages
- Fluent English level
- German and/or French is a plus
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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Skills Required
- Bachelor's degree in computer science or a related field
- Five years of experience in customer service or account management functions
- Knowledge of SaaS-based and/or cloud-based business models in the software industry
- Fluent English
- Background in enterprise software implementation or support
- Program management background; PMP and ITIL certification are a bonus
- German and/or French language skills
PTC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PTC and has not been reviewed or approved by PTC.
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Healthcare Strength — Healthcare options are frequently described as solid, with medical, dental, and vision plans seen as a strong component of the package. Feedback suggests overall benefits are viewed favorably and contribute meaningfully to satisfaction.
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Leave & Time Off Breadth — Paid time off is often characterized as generous, with initial allotments and holidays commonly cited as strengths. Flexibility and work-from-home options are also viewed positively and support work-life balance.
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Retirement Support — Retirement programs, including a 401(k) with match, are seen as competitive and helpful. Feedback suggests these financial benefits bolster the perceived overall value beyond base salary.
PTC Insights
What We Do
PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation.
