Platinum Support Manager - Remote Eligible

Platinum Support Manager

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

1. Manage and interface with a portfolio of assigned customers
2. Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Customers.
3. Develops relationships with key business and technical stakeholders across assigned accounts
4. Runs regular case and metric review meetings.
5. Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives
6. Leads, contributes to, and or attends, customer facing meetings, such as Quarterly Business Reviews.
7. Acts as the Voice of Customer to internal departments.
8. Manages escalated Customer issues through to resolution, in conjunction with Escalation Manager.
9. Understands the Customer's customizations and technical needs and is able to communicate these to other departments.
10. 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
11. Follows up on Customer satisfaction:
• Survey returns
• Issues & Feedback
• Post-mortem calls
12. Delivers technical best practices and keeps customer informed of news from within the organization
13. 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

PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $78,000 - $95,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage, and, if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.

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