Technical Support Account Manager

Technical Support Account Manager, Stuttgart

Client: PTC

Location: Stuttgart, Germany

Job Category: Other

EU work permit required: Yes

Job Reference: 0035c12b8bbe

Job Views: 1

Posted: 11.05.2025

Expiry Date: 25.06.2025

Job Description

Our world is transforming, and PTC is leading the way. Our software integrates the physical and digital worlds, enabling companies to improve operations, create better products, and empower their workforce.

Our success relies on our people. We are a global team of nearly 7,000, dedicated to providing opportunities for growth, learning, and innovation, celebrating diversity and ideas that bring our work to life.

You will join PTC's Service Management Team, managing $400 million of Annual Recurrent Revenue (ARR) across SaaS and On-Premise clients. You will collaborate with a worldwide team of Account Managers in North America, Romania, France, Germany, and Japan.

Your Impact

• Represent PTC with major international clients, including Fortune 500 companies.
• Ensure long-term customer satisfaction and experience with PTC’s offerings.
• Build trust and act as a problem solver and advisor to clients.
• Provide internal insights based on customer feedback to influence PTC’s strategy.
• Develop risk mitigation strategies to retain customers and foster loyalty.
• Promote full adoption and maximize value of PTC products through analysis of customer health metrics.

Your Day-to-Day

• Manage all Service Management deliverables for your clients.
• Establish governance and conduct service reviews to maintain strong partnerships.
• Serve as the primary contact for escalations, coordinating resources to resolve issues.
• Implement ITIL-based processes and best practices.
• Identify and mitigate operational risks affecting customer satisfaction.
• Understand client business processes to enhance product adoption.
• Coordinate with the Software Operations team to ensure quality delivery.
• Monitor and report on system performance, especially in SaaS environments.
• Assist clients with strategic planning for On-Premise and SaaS services.

Preferred Skills, Knowledge & Experience

• Motivation for client service and account management.
• Experience managing complex projects and lifecycle.
• Ability to build relationships at all levels.
• Strong analytical skills to proactively address client needs.
• Leadership skills to drive team execution and risk mitigation.
• Background in Program Management, PMP & ITIL certifications are a plus.
• Experience in enterprise software implementation/support.

Basic Qualifications

• Bachelor’s degree in computer science or related field.
• At least 5 years in customer service or account management roles.
• Knowledge of SaaS and cloud-based business models.

Languages

• English and German are mandatory; French is a plus.

Life at PTC is about more than working with cutting-edge technologies; it’s about embracing diversity, innovation, and growth. If you are passionate about problem-solving and innovation, explore your next career move with us.

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