Technical Support- Section Manager
PTC - The Product Development Company 76 reviews - Needham, MA

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Account Management Section Manager is a high-visibility first-level management role in PTC Technical Support, overseeing day-to-day execution of Technical Support Account Management (TSAM) and/or Escalation Management (EM) services in a particular region or vertical. This position mentors and assists his or her team to drive Customer Success through coordination of internal communication and activities throughout PTC, and delivery of timely and accurate updates and expedited resolution of critical issues for their accounts.

Primary Responsibilities:
Account Management Section Manager manages a small team (2-10) of Account Managers, and is responsible for his or her team’s execution of account management service features as defined today their assigned region or vertical.

Personnel Management :

Develop individual contributors through goal-setting, career path development, performance reviews
Conduct regular one-on-one and team meetings (weekly, or as needed)
Responsible to maintain backup coverage for accounts, and/or act as a primary point-of-contact when resources are on vacation, visiting customer sites,
Takes a proactive role in recruiting, screening and interviewing account management candidates

Service-Level Execution:

Guide and assist team to ensure that service features are delivered at the appropriate level
Develop and implement process and procedures to improve operational efficiency
Develop, track and report on key performance service-level measurements (scorecard)
Cross-Functional Coordination and Communication:
Collaborate with Technical Support Delivery teams to ensure appropriate staffing for Premium Service Activities (On-Site, Weekend, Webcasts, etc.)
Develop and maintain a strong network with other teams inside and outside the organization (Technical Support Delivery, Global Services, Sales, Product Development, etc.)
May manage one or more projects, or act as a primary/secondary team member executing on project work

Account Management:

May provide TSAM services to one account, and/or EM service to accounts in their region or vertical

Skills Required:
Ability to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to executive management
Fluent written and verbal communication skills
Ability to understand and adapt to cultural differences
Strong negotiation and objection handling skills
Ability to effectively manage crisis situations
Ability to manage expectations clearly, concisely, and in summary format
Ability to effectively manage a list of issues from inception to resolution
Understanding of cross-functional relationships and processes critical to driving issue resolution
Ability to understand, articulate, and summarize technical concepts involving CAD, PDM, and PLM

Experience Required:
Ideal candidates will have at least 4 years of experience in Customer Relationship and/or Customer Crisis Management, plus one or more of the following areas:
Technical Support services delivery
Technical Account Management
Technical Sales Support
Project Management of Enterprise software implementations
PTC software implementations a plus

Approximately 6 weeks per year

Basic Qualifications:
Bachelor Degree

About this company
76 reviews