Cloud Service Manager at PTC

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

0.0

Posted On

06 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Services, Account Management, Project Lifecycle, Presentation Skills, Relationship Building, Analytical Skills, Team Leadership, Risk Mitigation, Program Management, ITIL, Enterprise Software, SaaS, Cloud, Customer Satisfaction, Business Strategy, Governance Model

Industry

Software Development

Description

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. They advocate for our clients' best interests and play a key role in providing excellent customer service experience. They act as the main point of contact between PTC and its customers for operational matters, ensuring that customer business goals are achieved through high-quality service, ultimately helping to meet and grow PTC's business objectives and offerings. You will be part of PTC's Service Management Team, responsible for managing $400 million of Annual Recurrent Revenue (ARR) for both SaaS and On-Premises customers, and will join a team composed of Service Managers distributed worldwide (North America, Romania, France, Germany, Japan) Your Impact · Represent PTC with major international customers (top-tier, Fortune 500…), · Ensure customer long-term experience and satisfaction with PTC’s offering, · Be identified by customers as a trusted advisor and influential problem solver, · Represent customers internally to provide insights that impact PTC’s strategy, · Plan and execute risk mitigation plans to ensure long-term customer retention and loyalty, · Ensure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics. Your Day-To-Day · Execute and oversee all PTC Service Management deliverables for your customers. · Establish and manage the governance model and service reviews with customers to ensure successful long-term partnerships. · Act as the primary point of contact for escalations, coordinating PTC ecosystem resources to resolve customer issues, overseeing support requests, and managing change processes. · Deploy repeatable processes and best practices using the ITIL framework for services. · Identify operational risks affecting customer satisfaction, develop, and execute mitigation plans in collaboration with the account team. · Understand customers’ business processes to optimize the adoption of PTC products and services. · Collaborate with the delivery team to ensure programs are delivered on time and meet quality standards. · Analyze and report on customer system performance metrics, especially in SaaS environments. · Assist customers with business model strategies related to On-Premises and SaaS services. Preferred Skills, Knowledge & Experience: · Motivation for client services and account management · Focus on complex project lifecycle · Great verbal & written presentation skills · Strong sense of urgency, working well under pressure and deadlines, · Ability to create, build & manage relationships with customers at all levels · Ability to analyze client needs and issues to define proactive actions · Ability to lead teams and drive execution of risk mitigation plans, · Background in Program Management: PMP & ITIL background or certification is a bonus · Background in Enterprise software implementation or support Basic Qualifications · Bachelor’s degree in computer science or a related field · 5 years of experience in Cloud or SaaS client service or account management functions · Knowledge of SaaS-based and/or Cloud-based business models in the software industry Languages · Native Japanese speaker · Business English level Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."

Responsibilities

The Cloud Service Manager will oversee all service management deliverables for customers and act as the primary point of contact for escalations. They will ensure customer satisfaction and retention by managing operational risks and optimizing the adoption of PTC products and services.