We’re committed to bringing passion and customer focus to the business.
In this exciting role, you will be part of the Technical Support Services global organization with an emphasis on collaboration and customer focus. You will be responsible for interacting with a subset of PTC’s largest most strategic customers that require the highest level of service PTC offers.
This role is a mid-level management position focused on driving a high level of customer satisfaction in PTC’s Enterprise Support customer base. The manager is responsible for all delivery aspects of support; including support strategy, defining resource requirements, staffing, employee development, coordination with managers in other support centers and customer interactions. This role also requires a strong focus on customer service, working with PTC’s customers, and representing their needs internally to PTC.
Primary Responsibilities:
Manage 2-3 departments or teams; 5-15 direct or indirect reports, providing them with ongoing communication and support to ensure all performance goals are being met
Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources as needed
Work closely with and support activities of the Renewal Sales and Sales organizations
Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC on customer conference calls or corporate visits
Requirements:
Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical contributors to senior management
Excellent written and verbal communication skills
Strong negotiation and objection handling skills
Ability to effectively manage crisis situations
Ability to manage customer expectations clearly, concisely, and in summary format
High level of initiative and works well in a team environment
Strong presentation skills with the ability to articulate strategic ideas and concepts.
Experience Required:
Ideal candidates will have a Bachelor’s Degree and at least 7 years of work experience with an additional 3-5 years of management experience.
Basic Qualifications:
Bachelor’s Degree and 10-12 years of professional work experience required.
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
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