[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.ResponsibilitiesBuild 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 strategiesAct as the voice of the customer, influencing internal teams across Support, R&D, Services, and SalesProactively identify risks to customer satisfaction and retention, and drive mitigation plansEnsure customers receive full value from PTC’s support model and servicesProvide insights based on customer health, support metrics, and system performanceServe as the primary point of contact for support-related customer engagementLead customer governance through service reviews and operational meetingsOwn and coordinate critical escalations, ensuring timely resolutionMonitor support activity, including case trends, severity, and performanceIdentify risks and execute mitigation plans in collaboration with cross-functional account teamsApply ITIL-based best practices to deliver a consistent, high-quality service experienceAnalyze system performance, especially in SaaS environments, to identify trends and opportunitiesPartner with delivery and account teams to ensure programs are delivered on time and with qualityGuide customers on support processes, best practices, and operational optimizationSkillsBachelor's degree in Computer Science, Engineering, or related field5+ years of experience in Customer Success, Technical Support, Account Management, or similar rolesExperience with SaaS and/or cloud-based software environmentsExperience in Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery rolesStrong customer-facing communication and executive presenceProven ability to manage escalations and complex customer environmentsExperience working with enterprise customers and cross-functional teamsAnalytical mindset with ability to interpret customer health and performance metricsStrong relationship-building skills across technical and business stakeholdersFamiliarity with ITIL or service management frameworksExperience with CAD, PLM, or enterprise software solutionsBenefitsPerformance-based bonusEmployee share purchase program (ESPP), which allows for the purchase of discounted PTC stockParticipation in our equity programsMedical, dental and vision insurancePaid time off and sick leaveTuition reimbursement401(k) contributions and employer matchFlexible spending accountsLife insuranceDisability coverageA generous commuter subsidy (if you are an office-assigned employee)Company OverviewPTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. It was founded in 1985, and is headquartered in Boston, Massachusetts, US, with a workforce of 5001-10000 employees. Its website is http://ptc.co/VLED30oHtEh.Company H1B SponsorshipPTC has a track record of offering H1B sponsorships, with 4 in 2026, 57 in 2025, 61 in 2024, 75 in 2023, 86 in 2022, 111 in 2021, 72 in 2020. Please note that this does not guarantee sponsorship for this specific role.