[Remote] Technical Support Account Manager

Note: The job is a remote job and is open to candidates in USA. PTC is a leading company transforming the physical and digital worlds through innovative software. The Technical Support Account Manager will manage a portfolio of strategic SaaS and On-Premise customers, acting as a trusted advisor to ensure high-quality support and customer satisfaction.

Responsibilities

• 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
• 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

Skills

• 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
• 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
• Experience with CAD, PLM, or enterprise software solutions

Benefits

• Performance-based bonus
• Employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock
• Participation in our equity programs
• 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
• A generous commuter subsidy (if you are an office-assigned employee)

Company Overview

Company H1B Sponsorship