Principal Cloud Service Manager

@ PTC

Overview

At PTC, our software connects the physical and digital worlds, improving operations, products, and empowering people. Join a global team of nearly 7,000 and be part of PTC’s Cloud Service Management Team, managing $100 Million of ARR with major international SaaS customers, including Fortune 500 companies.

Your Impact

• Represent PTC with major international SaaS customers.
• Ensure long-term customer satisfaction with our SaaS offering.
• Act as a trusted advisor and problem solver.
• Plan and execute risk mitigation strategies.
• Analyze customer health metrics to drive adoption and value.

Your Day-To-Day

• Oversee all SaaS deliverables for assigned customers.
• Establish governance models and conduct Cloud Services reviews.
• Serve as the main contact for escalations and coordinate resources.
• Deploy repeatable processes using ITIL frameworks.
• Collaborate with Delivery teams for timely and quality programs.
• Assist with business model strategies for SaaS services.

Preferred Skills, Knowledge & Experience

• Strong client services and account management focus.
• Experience with complex project lifecycles.
• Excellent verbal and written presentation skills.
• Background in Program Management, PMP & ITIL preferred.
• Experience in Enterprise software implementation or support.

Basic Qualifications

• Bachelor’s Degree in Computer Science or related field.
• At least 5 years in Cloud or SaaS client service/account management.
• Understanding of SaaS and Cloud-based business models.
• Fluency in English; additional languages a plus.

Key Skills/Competency

• SaaS
• Cloud
• Account Management
• ITIL
• Program Management
• Risk Mitigation
• Customer Success
• Governance
• Escalation Management
• Business Analysis