Technical Support Account Manager

About the Role As a Technical Support Account Manager (TSAM) – closely aligned with Customer Success Management (CSM) – you manage a portfolio of strategic SaaS and On-Premise customers. You act as a trusted advisor and customer advocate, ensuring a high-quality support experience while driving customer satisfaction, retention, and long-term success. Unlike traditional Customer Success roles focused on adoption and growth, this role emphasizes operational excellence, support experience, and issue resolution as key drivers of customer success.Your Impact Build and maintain strong relationships with strategic enterprise customers (including Fortune 500 organizations)Serve as a trusted advisor, guiding customers through operational challenges and support-related strategiesAct as the voice of the customer, influencing internal teams across Support, R&D, Services, and SalesProactively identify risks to customer satisfaction and retention, and drive mitigation plansEnsure customers receive full value from PTC's support model and servicesProvide insights based on customer health, support metrics, and system performanceYour Day-to-Day Serve as the primary point of contact for support-related customer engagementLead customer governance through service reviews and operational meetingsOwn and coordinate critical escalations, ensuring timely resolutionMonitor support activity, including case trends, severity, and performanceIdentify risks and execute mitigation plans in collaboration with cross-functional account teamsApply ITIL-based best practices to deliver a consistent, high-quality service experienceAnalyze system performance, especially in SaaS environments, to identify trends and opportunitiesPartner with delivery and account teams to ensure programs are delivered on time and with qualityGuide customers on support processes, best practices, and operational optimizationPreferred Skills & Experience Experience in Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery rolesStrong customer-facing communication and executive presenceProven ability to manage escalations and complex customer environmentsExperience working with enterprise customers and cross-functional teamsAnalytical mindset with ability to interpret customer health and performance metricsStrong relationship-building skills across technical and business stakeholdersFamiliarity with ITIL or service management frameworks (preferred)Experience with CAD, PLM, or enterprise software solutions (preferred)Basic Qualifications Bachelor's degree in Computer Science, Engineering, or related field5+ years of experience in Customer Success, Technical Support, Account Management, or similar rolesExperience with SaaS and/or cloud-based software environmentsCompensation & Benefits Annual salary range of $85,000 – $105,000, with performance-based bonus potential. Employees may be eligible for the PTC Employee Share Purchase Program (ESPP) and other equity programs. Benefits include medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions with employer match, flexible spending accounts, life insurance, disability coverage, and commuter subsidy for office-assigned employees.Equal Opportunity Employer PTC is a proud Equal Opportunity Employer. We welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.#J-18808-Ljbffr