Technical Support Account Manager

PTC

Technical Support Account Manager at PTC managing strategic customer portfolios. Ensuring high-quality support experience and customer satisfaction while driving retention and success.

Posted 5/28/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $105,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Manage a portfolio of strategic SaaS and On-Premise customers
Act as a trusted advisor and customer advocate, ensuring a high-quality support experience
Build and maintain strong relationships with strategic enterprise customers
Influence internal teams across Support, R&D, Services, and Sales
Identify risks to customer satisfaction and retention, and drive mitigation plans
Monitor support activity, case trends, severity, and performance
Guide customers on support processes, best practices, and operational optimization

Requirements

What you’ll need

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
Strong customer-facing communication and executive presence
Proven ability to manage escalations and complex customer environments
Analytical mindset with ability to interpret customer health and performance metrics
Familiarity with ITIL or service management frameworks (preferred)
Experience with CAD, PLM, or enterprise software solutions (preferred)

Benefits

Comp & perks

Medical, dental and vision insurance
Paid time off and sick leave
Tuition reimbursement
401(k) contributions and employer match
Flexible spending accounts
Life insurance
Disability coverage
Generous commuter subsidy
Opportunity to become a PTC shareholder through employee share purchase program (ESPP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaScloud-based softwareITILservice management frameworksCADPLMenterprise software solutionscustomer health metricsperformance metrics

Soft Skills

customer-facing communicationexecutive presencerelationship buildingrisk identificationproblem-solvinganalytical mindsetinfluencing internal teamscustomer advocacyescalation management

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in EngineeringBachelor’s degree in related field