PTC · 19 hours ago
Premier Support Manager
United States
Full-time
Remote
Mid, Senior Level
$78K/yr - $95K/yr
7+ years expPTC is a leading company transforming the physical and digital worlds through their software. The Premier Support Manager will manage a portfolio of Platinum accounts, ensuring optimal technical support and acting as the Technical Account Manager to foster strong customer relationships and address their technical needs.
Computer Software
Responsibilities
Manage and interface with a portfolio of assigned customers
Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Customers
Develops relationships with key business and technical stakeholders across assigned accounts
Runs regular case and metric review meetings
Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives
Leads, contributes to, and or attends, customer facing meetings, such as Quarterly Business Reviews
Acts as the Voice of Customer to internal departments
Manages escalated Customer issues through to resolution, in conjunction with Escalation Manager
Understands the Customer's customizations and technical needs and is able to communicate these to other departments
Works with the AM to inform and plan with the customer:
Upgrades and other rollouts
Upcoming maintenance events
Upcoming Company events, such as annual conferences
Follows up on Customer satisfaction:
Survey returns
Issues & Feedback
Post-mortem calls
Delivers technical best practices and keeps customer informed of news from within the organization
Creates and reviews Knowledge Articles, particularly around Platinum Support processes
Qualification
Required
Ability to work remotely in CST or PST time zones
7+ years of customer facing experience, ideally in a Technical Account manager, Platinum Support manager, Project Manager or Escalation manager role
7+ years of experience implementing, administering or supporting enterprise software applications
Strong organizational skills
Excellent communication skills
Excellent presentation skills, with ability to comfortably present to all levels in a customer organization
Willingness to travel occasionally
Five years or more of related experience in software technology, preferably in software support
Understanding of cloud-based environments, including SaaS and PaaS
Bachelor degree in IT-related field, or equivalent work experience
Ability to work in a globally distributed team environment, across multiple time zones
Experience working with Case management systems, preferably SFDC. Ability to develop reports, review data and communicate metrics
Preferred
Salesforce Administrator 201
Salesforce Advanced Administrator 211
ServiceMax product experience including SVMX101 and 201 certifications
3+ years of Project Management experience
Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, PHP, .NET, Java and JavaScript
Benefits
Performance-based bonus
Employee share purchase program (ESPP)
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
Company
PTC
PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity.
5001-10000 employees
H1B Sponsorship
PTC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (57)
2024 (61)
2023 (75)
2022 (86)
2021 (111)
2020 (72)
Funding
Current Stage
Late StageLeadership Team
Marcus Senior,PMP, CSM, MSP, and Lean Six-Sigma
Chief Executive Officer
Danny N. Poisson
TVP, Chief Technology Officer for Federal Aerospace & Defense
Recent News
2025-10-03
Company data provided by crunchbase