EAC Product Development Solutions

Business Operations

• Review and process incoming customer orders for accuracy, completeness, and compliance with Sales and Finance guidelines.
• Consult with Sales on nonstandard deal structures, pricing models, and contract terms.
• Audit customer contracts and ensure billing systems accurately reflect all contract terms.
• Participate in resolving complex order issues in partnership with management.
• Ensure timely and accurate invoices for recurring and usage-based billing models.
• Maintain high data integrity across CRM systems.
• Conduct credit evaluations for new and prospective customers.
• Set up, provision, and manage customer accounts in billing and CRM systems.
• Identify and implement improvements to operational workflows and system automation.
• Support internal audits and compliance initiatives related to contracts, billing practices, and customer data management.
• Assist with Accounts Receivable functions as requested.
• Assist with financial review and special projects as needed.
• Perform other duties as assigned based on company needs.

Business Operations Specialist

Solutions Engineer

• Define and lead enterprise-level PLM and digital thread architectures that align with customers’ strategic objectives and long-term growth
• Provide executive-level technical guidance to customers, helping them evaluate, design, and adopt PLM solutions that maximize ROI and operational efficiency
• Serve as a key contributor in business development efforts, supporting complex pre-sales engagements and influencing strategic account direction
• Lead architecture governance across multiple projects, ensuring consistency, scalability, and alignment with EAC’s technical standards
• Develop and validate end-to-end solution blueprints, encompassing system architecture, integration frameworks, infrastructure planning, and deployment strategy
• Translate complex business challenges into structured, actionable technical solutions that balance innovation, cost, and risk
• Drive solution standardization and template development to accelerate future implementations and improve delivery efficiency
• Provide hands-on guidance and technical leadership to project teams throughout solution design, configuration, integration, and deployment phases
• Mentor Solution Architects, Solution Development Managers, and technical consultants — fostering professional growth and technical mastery
• Advocate for data governance best practices and system interoperability standards across all solutions

Senior Solutions Architect

Consultant

• Provide ongoing remote administration and technical support for multiple customer Windchill environments, ensuring optimal system uptime and performance.
• Monitor system health, logs, and metrics to proactively identify and resolve issues before customer impact.
• Execute system maintenance activities including Windchill and Oracle database tuning, patch application, backup verification, and cleanup of unreferenced data.
• Manage and resolve customer support requests through EAC’s ticketing and incident management systems (e.g., Jira, ServiceNow), ensuring timely updates and closure in accordance with SLAs.
• Communicate regularly with customers regarding incident status, maintenance schedules, and recommended improvements.
• Collaborate with internal teams—including Solutions Architects, Technical Leads, and Customer Success—to deliver seamless service and knowledge sharing.

Managed Services Consultant

Customer Success Manager

• Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long-range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Oversee customer success initiatives and post-sales execution to ensure measurable outcomes and satisfaction.
• Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Lead, mentor, and grow a high-performing team of service managers, project leaders, solution architects, and implementation specialists.

VP of Customer Success

Manager

• Act as the key liaison between Sales and Services Delivery, driving service opportunities from concept through successful project completion
• Scope solutions and develop Statements of Work (SOWs)
• Translate customer business needs into technical deliverables, proposals, and SOWs
• Partner closely with customers and internal teams to deliver creative, risk-aware solutions that achieve client success
• Coordinate resources to scope opportunities, secure approvals/funding, and develop project documentation
• Ensure smooth transitions from Sales to Services Delivery and participate in status meetings through project closure
• Support solution areas including implementation, engineering, education/training, and consulting
• Provide customer feedback to influence future service offerings and product alignment
• Develop client roadmaps for ongoing projects
• Serve as a subject matter expert in solution development and contribute to continuous improvement
• Conduct Windchill technical assessments in partnership with sales teams and clients

Solution Development Manager

• Strategic Leadership: Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long-range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Resource allocation and accountability – ensure that the departmental budget is aligned with organizational goals and objectives.
• Customer Success & Business Development: Oversee customer success initiatives and post-sales execution to ensure measurable outcomes and satisfaction.
• Foster deep, trusted relationships with enterprise customers, enabling expansion and ability to create a customer experience reference.
• Partner with sales leadership to shape go-to-market strategies and ensure seamless handoffs from pre-sales to delivery.
• Service Operations & Execution: Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Build scalable processes and delivery frameworks that drive quality, margin, and velocity.
• Implement and monitor KPIs across utilization, margin, delivery timelines, and customer satisfaction.
• Work collaboratively and cross-functionally with other departments and leadership to ensure alignment and efficiency in serving clients.
• Advocate and promote a positive work environment.
• Team Development & Culture: Lead, mentor, and grow a high-performing team of service managers, project leaders, solution architects, and implementation specialists.
• Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.
• Champion professional development and career progression for all service personnel.
• Provide leadership to support staff, including discipline, conducting interviews for potential new hires, establishing staffing structure, and providing mentorship and resources to achieve company goals.
• Perform other duties as assigned, based on company needs.

• Qualifications: An equivalent combination of education, training and experience will be considered.
• What You Bring: 10+ years of progressive leadership experience managing teams within enterprise software services, (preferably with PLM, IoT, AR, and cloud/SaaS platforms) with proven success leading and developing teams, managing direct reports, and handling performance/disciplinary responsibilities.
• MBA or equivalent experience preferred.