Technical Support Account Manager

About the Role As a Technical Support Account Manager (TSAM) – closely aligned with Customer Success Management (CSM) – you manage a portfolio of strategic SaaS and On-Premise customers. You 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. 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 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 Compensation & Benefits Annual salary range of $85,000 – $105,000, with performance-based bonus potential. Employees may be eligible for the PTC Employee Share Purchase Program (ESPP) and other equity programs. Benefits include medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions with employer match, flexible spending accounts, life insurance, disability coverage, and commuter subsidy for office-assigned employees. Equal Opportunity Employer PTC is a proud Equal Opportunity Employer. We welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. #J-18808-Ljbffr