Senior Customer Success Manager, Automotive

PTC is leading the way in transforming the physical and digital worlds through their software. The Customer Success Manager will work proactively with a portfolio of large Enterprise customers, ensuring successful product deployment, adoption, retention, and advocacy.

Responsibilities:

• Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team
• Experience working with high visibility accounts in the Automotive industry
• Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our CAD, ALM and PLM products as a unified “Account Team” that supports and manages each customer
• Develops tactical Account Plans collaboratively with the “Account Team”
• Manages all customer projects, including more complex implementations
• Navigates customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers
• Responsible for risk identification, escalation, and mitigation planning & execution
• Leads weekly/monthly/quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems
• Develops excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction
• Facilitates customer relationship through calls and on-site visits
• Instills a level of enthusiasm within the customer that leads to being an advocate of CAD, ALM and PLM through referrals, case studies, customer spotlights, etc
• Closes the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout CAD, ALM and PLM
• Effectively navigates internally and cross-functionally to ensure both customer needs and business needs are met
• Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these
• Meets or exceeds KPIs and goals, as set by Customer Success leadership

Requirements:

• 5+ years of Customer Success, Project Management, Program Management or relevant industry experience
• Bachelor's Degree or equivalent experience
• Ability to travel ~25% of time
• Experience working with high visibility accounts in the Automotive industry
• Ability to build strong relationships with both the Enterprise Sales and Technical Services teams
• Experience managing all customer projects, including more complex implementations
• Ability to navigate customer's organization to deepen strong relationships with key decision makers
• Experience in risk identification, escalation, and mitigation planning & execution
• Ability to lead weekly/monthly/quarterly business reviews with customers
• Ability to develop excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction
• Ability to facilitate customer relationships through calls and on-site visits
• Ability to instill enthusiasm within the customer that leads to being an advocate of CAD, ALM and PLM
• Ability to close the feedback loop by gathering and sharing customer feedback with the appropriate Product Teams
• Ability to navigate internally and cross-functionally to ensure both customer needs and business needs are met
• Ability to identify incremental opportunities within and across other business units
• Ability to meet or exceed KPIs and goals, as set by Customer Success leadership
• Integrity & Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner
• Composure: You thrive in ambiguous environments, stay cool under pressure and do not become defensive or irritated
• Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network
• Experience working with accounts in the Automotive industry
• 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
• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment