Principal Customer Success Manager, FA&D

PTC is a leading company transforming the physical and digital worlds through innovative software solutions. The Principal Customer Success Manager will be responsible for fostering relationships with Enterprise customers, ensuring they gain maximum value from PTC solutions while acting as a trusted advisor and advocate for the customer within the organization.

Responsibilities:

• Advance PTC’s relationship with Direct Strategic/Enterprise and Commercial customers
• Will work with high visibility accounts in the Federal Aerospace and Defense industry
• Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion and renewal
• Function as a trusted advisor for the client’s executive, program and technical teams, collaborating tightly with PTC stakeholders
• Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience, product quality, and identify market growth opportunities
• Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support
• Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors
• Ensure a rapid and successful adoption of any acquired solutions and ensure that customers realize value from these solution

Requirements:

• U.S. Citizen - This position requires eligibility under U.S. Government export control regulations and federal customer requirements; therefore, applicants must be U.S. citizens
• 8+ years of Customer Success, Project Management, Program Management or relevant industry experience
• Bachelor's Degree or equivalent experience
• Ability to travel ~25% of time
• Domain experience with CAD, PLM or ALM software plus the ability to understand how these solutions are implemented
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision-makers to staff at all levels
• Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long-term improvements
• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment
• Experience working with clients in the Federal Aerospace and Defense vertical is a plus