Technical Support Account Manager

🕒 May 28

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $85k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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PTC

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

🏢 Enterprise

Enterprise • Manufacturing

PTC is a leading software solutions provider that focuses on transforming the way products are designed, manufactured, and serviced. The company offers digital solutions that improve product development, reduce costs, and enhance product quality by allowing collaboration across teams. PTC is renowned for its expertise in enterprise PLM and SLM, making it a preferred partner for manufacturers and service teams looking to optimize processes and innovate. Its tools are utilized by numerous Fortune 500 companies involved in discrete manufacturing, enabling significant improvements in manufacturing efficiency and service operations.

📋 Description

• Manage a portfolio of strategic SaaS and On-Premise customers • Act as a trusted advisor and customer advocate, ensuring a high-quality support experience • Build and maintain strong relationships with strategic enterprise customers • Influence internal teams across Support, R&D, Services, and Sales • Identify risks to customer satisfaction and retention, and drive mitigation plans • Monitor support activity, case trends, severity, and performance • Guide customers on support processes, best practices, and operational optimization

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field • 5+ years of experience in Customer Success, Technical Support, Account Management, or similar roles • Experience with SaaS and/or cloud-based software environments • Strong customer-facing communication and executive presence • Proven ability to manage escalations and complex customer environments • Analytical mindset with ability to interpret customer health and performance metrics • Familiarity with ITIL or service management frameworks (preferred) • Experience with CAD, PLM, or enterprise software solutions (preferred)

🏖️ Benefits

• Medical, dental and vision insurance • Paid time off and sick leave • Tuition reimbursement • 401(k) contributions and employer match • Flexible spending accounts • Life insurance • Disability coverage • Generous commuter subsidy • Opportunity to become a PTC shareholder through employee share purchase program (ESPP)