{"id":3756880,"url":"https://alion.io/job/ptc-technical-support-account-manager","title":"Technical Support Account Manager","company":{"id":7480,"name":"PTC","domain":"ptc.com","url":"https://alion.io/company/ptc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":27,"ghost_share":0,"stale_share":0.481,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Marketing","role_family":"Marketing","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Munich, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-11-04T17:16:47Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T10:46:26Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nOur 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.\nThe Service Manager Senior manages a portfolio of SaaS and On-Premise customers.\nHe or she advocates for the best interest of our clients and is an essential contributor that supports the delivery of a superior customer experience enabling the achievement and expansion of PTC business objectives and offerings.\n\nService Manager, Senior (f/m/d)\nYou will be part of PTC's Service Management Team, responsible for managing $400 million of Annual Recurrent Revenue (ARR) for both SaaS and On-Premise customers. You will join an internal team of Service Managers located worldwide, including North America, Romania, France, Germany, and Japan.\nYour Impact\nRepresent PTC with major international customers (top-tier, Fortune 500…),\nEnsure customer long-term experience and satisfaction with PTC’s offering,\nBe identified by customers as a trusted advisor and influential problem solver,\nRepresent customers internally to provide insights that impact PTC’s strategy,\nPlan and execute risk mitigation plans to ensure long-term customer retention and loyalty,\nEnsure full adoption and value of PTC products and services at customers by providing valuable insights through the analysis of customer health metrics.\nYour Day-To-Day\nExecute and oversee all PTC Service Management deliverables for your customers,\nEstablish & handle governance model and Services reviews with customers to ensure successful long-term partnerships,\nAct as main point of contact for escalations, coordinating PTC eco-system resources to resolve customers’ issues, overseeing support requests and change management process,\nDeploy repeatable processes and best practices using Services ITIL framework,\nIdentify operational risk impacting customer satisfaction, define and execute mitigation plans in collaboration with the account team,\nUnderstand customers’ business processes to optimize adoption of PTC products and services,\nWork with Software Operation delivery team to ensure programs are delivered on-time and with quality,\nAnalyze and report on customers system performance metrics (especially SaaS environments),\nAssist customers with business model strategies about On-Premise and SaaS services.\nPreferred Skills, Knowledge & Experience:\nMotivation for client services and account management,\nFocus on complex project lifecycle,\nGreat verbal & written presentation skills,\nStrong sense of urgency, working well under pressure and deadlines,\nAbility to create, build & manage relationships with customers at all levels,\nAbility to analyze client needs and issues to define proactive actions,\nAbility to lead teams and drive execution of risk mitigation plans,\nBackground in Program Management: PMP & ITIL background or certification a bonus,\nBackground in Enterprise software implementation or support.\nBasic Qualifications\nBachelor’s degree in computer science or a related field,\n5 years of experience in Customer Service or account management functions,\nKnowledge of SaaS-based and/or Cloud-based business models in the software industry,\nLanguages\nFluent English level\nGerman and/or French is a plus\nLife 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.\nIf 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?\nWe respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here.\"","description_format":"text","description_chars":4301,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CAD, PLM & BIM Software","AR & VR Software","Industrial IoT (IIoT)","Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-11-04T17:16:47Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":45,"reasons":["conf:7","velocity","win:early","comp:brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/ptc-technical-support-account-manager","json_url":"https://alion.io/job/ptc-technical-support-account-manager.json","meta":{"generated_at":"2026-11-07T14:49:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19465,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7480},"rest":"https://alion.io/mcp/rest/get_company?id=7480"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fptc-technical-support-account-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fptc-technical-support-account-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fptc-technical-support-account-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ptc-technical-support-account-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fptc-technical-support-account-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3756880}},{"tool":"search_jobs","arguments":{"company":"ptc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3756880},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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