About the role

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.

About the Role

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 their people.

As a Technical Support Account Manager (TSAM)—a role closely aligned with Customer Success Management (CSM)—you will manage a portfolio of strategic North American SaaS and On-Premise customers. You will 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.

This role is ideal for individuals with experience as a Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery Manager (SDM) who enjoy working at the intersection of customer experience, support operations, and cross-functional execution.

You will be part of PTC’s global Service Management organization, partnering with teams across North America, Europe, and Asia.

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 strategies
Act as the voice of the customer, influencing internal teams across Support, R&D, Services, and Sales
Proactively identify risks to customer satisfaction and retention, and drive mitigation plans
Ensure customers receive full value from PTC’s support model and services
Provide insights based on customer health, support metrics, and system performance

Your Day-to-Day

Support strategic North American On-Premise and SaaS customers during their work hours (~7AM to 4PM US Eastern Time, i.e. ~2PM to 11PM Eastern European Time)
Serve as the primary point of contact for support-related customer engagement
Lead customer governance through service reviews and operational meetings
Own and coordinate critical escalations, ensuring timely resolution
Monitor support activity, including case trends, severity, and performance
Identify risks and execute mitigation plans in collaboration with cross-functional account teams
Apply ITIL-based best practices to deliver a consistent, high-quality service experience
Analyze system performance, especially in SaaS environments, to identify trends and opportunities
Partner with delivery and account teams to ensure programs are delivered on time and with quality
Guide customers on support processes, best practices, and operational optimization

Preferred Skills & Experience

Experience in Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery roles
Strong customer-facing communication and executive presence
Proven ability to manage escalations and complex customer environments
Experience working with enterprise customers and cross-functional teams
Analytical mindset with ability to interpret customer health and performance metrics
Strong relationship-building skills across technical and business stakeholders
Familiarity 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 field
5+ years of experience in Customer Success, Technical Support, Account Management, or similar roles
Experience with SaaS and/or cloud-based software environments

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?

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Aplyr's read

PTC is a leader in digital transformation, attracting tech-savvy professionals focused on CAD, IoT, and AR innovations in product development.
Synthesized from recent postings & public sources

What's promising

•PTC is at the forefront of digital transformation with cutting-edge IoT and AR solutions.
•The company offers diverse roles, from technical engineering to strategic account management, catering to various career paths.
•PTC's global presence provides opportunities for international career growth and exposure.

What to watch

•The fast-paced tech environment may lead to high stress and burnout.
•PTC's reliance on software solutions requires constant innovation to stay competitive.
•Limited public information about the company's work culture and employee satisfaction.

Why PTC

•PTC's strong focus on IoT and AR sets it apart from traditional software companies.
•The company provides specialized roles in sustainability, such as industrial chair positions.
•PTC's integration of CAD and PLM solutions offers a comprehensive product development platform.

Aplyr’s read is generated by AI from public sources. Was it useful?