Senior Technical Support Specialist
PTC
Barcelona, Spain
hace 3 días

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Technical Support Account Management is a specialized group within Software Operations and Support Organization (SO&S) that focuses on providing support and personalized attention to PTCs largest customers and acting as customer advocates within PTC.

The Technical Support Account Manager (TSAM) is a customer relationship management service role within SO&S. Account Managers ensure high levels of

customer satisfaction through delivery and coordination of services targeted at the development of long-term, trusted relationships between the Customer and PTC.

Account Managers facilitate a Technical Support focus on customer issue prevention and resolution as well as on project-based support requirements.

What you will do :

  • Provide a single point-of contact for Customer engagement with Technical Support on a proactive, long term (years) basis.
  • TSAM are typically assigned accounts with a medium to high level of complexity.

  • Provide a single point-of contact for Technical Support engagements related to accounts with medium to high level of complexity on a reactive, short-term (days / weeks) basis.
  • Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.
  • Ensure customer satisfaction by coordinating resources in R&D, Services, Sales, and Technical Support to efficiently and rapidly address the Action Plan for assigned accounts.
  • Identify renewal risk and communicates to the SO&S chain. Reports the overall Technical Support value delivered. Drives management visibility to the overall customer experience.
  • Develop and maintain a prioritized Issue List and Action Plan to drive resolution of a series of highly- escalated issues with limited management oversight.
  • Follow Escalation Process where needed.
  • LI-DNI

    If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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