Practice Director, Professional Services - ServiceMax

PTC; United States; On-site; USD 132,000 - 165,000; Full time

Job summary

PTC is seeking a Practice Director for Professional Services, focusing on driving customer satisfaction and project success. This role requires a leader capable of managing a high-performance team, developing strategic client relationships, and delivering on service execution goals to ensure effective customer outcomes.

Qualifications

• 8+ years experience in professional services, including 4 years in leadership.
• Experience with senior leaders regarding customer satisfaction.
• Demonstrated ability to train and mentor peers.

Responsibilities

• Lead performance in scalable, high-quality services to maximize customer success.
• Drive KPIs around delivery timelines and project profitability.
• Build executive relationships and ensure project expectation management.

Skills

Strong written and verbal communications skills

Ability to develop and execute multiple priorities

Strong track record working in cross-functional teams

Experience interfacing with customers

Change agent and process oriented

Passion for customer success

Ability to thrive in a fast-paced environment

Tools

Salesforce

Jira

PSA software

Job description

Practice Director, Professional Services - ServiceMax

Join to apply for the Practice Director, Professional Services - ServiceMax role at PTC

Practice Director, Professional Services - ServiceMax

Join to apply for the Practice Director, Professional Services - ServiceMax role at PTC

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This range is provided by PTC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

The Practice Director is a key member of the professional services leadership team. This role will lead a high-performance team to deliver scalable, high-quality services that drive customer satisfaction, reduce time-to-value, and ensure long-term customer success. You will be expected to execute on strategic objectives, build executive relationships with customers, and work cross functionally with sales and customer success leadership to drive successful delivery execution for maximizing efficiency and long-term customer success. This role will report to a Vice President of North America, Professional Services.

Responsibilities:

• Be responsible for successful project execution of ServiceMax within your region and project portfolio.
• Own resource planning and team utilization across projects.
• Collaborate with Sales and Customer Success to align project scoping, pricing, and customer outcomes.
• Drive KPIs around delivery timelines, customer satisfaction (CSAT), time-to-value (TTV), and project profitability.
• Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged.
• Build executive level relationships with customers during product implementations to ensure expectations are met throughout the project.
• Build and maintain partner relationships and leverage partners for subcontractor work as appropriate.
• Meet all revenue and expense targets defined for assigned geography and/or product.
• Drive incremental revenue through identification of service and product opportunities during the implementation cycle.
• Drive continuous improvement in all areas including project management, installation and upgrade processes, and tighter integration across all work streams.
• Own and drive orders backlog, services revenue and managing other variable costs.
• Mentor and coach team members to promote growth, accountability, and excellence.
• Support the evolution of offerings—standard packages, custom engagements, and industry-specific services.
• Participate in product leadership team forums, contributing to strategy development and achievement and execution of strategic goals and objectives.
• Act as sponsor and escalation point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction
• Provide proactive leadership of direct reports to include ongoing direction, coaching, and career development.
• Forecast and track revenue generated from assigned customers and work collaboratively with the sales organization.

Skills & Knowledge:

• Strong written and verbal communications skills with the ability to communicate complex technical issues in an easy-to-understand manner.
• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Strong track record working in cross-functional teams.
• Demonstrated ability to train/mentor peers.
• Experience interfacing with both internal team members and external customers as part of a solution-based service sales and delivery.
• Change agent and process oriented with the ability to drive improvements in efficiency.
• Deliver executive presentations to provide insight and understanding of customer issues and status to senior management and customers.
• Passion for customer success and delivering measurable value.
• Ability to thrive in a fast-paced, high-growth, collaborative environment.

Minimum Qualifications / Experience:

• 8+ years of experience in professional services, customer success, or client delivery roles—at least 4 years in a leadership position.
• Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, and consistently deliver on targets.
• Strong interpersonal and negotiation skills, with a high degree of self-motivation and an ability to influence others
• Experience working with senior leaders, including accountability for customer satisfaction and/or issue resolution.
• Familiarity with tools like Salesforce, Jira, PSA software (e.g., Mavenlink, FinancialForce/Certinia), or other relevant systems.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Project Management, and Business Development

• Industries

  Software Development, IT System Custom Software Development, and Manufacturing

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