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. Responsibilities 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 PTCs support model and services Provide insights based on customer health, support metrics, and system performance 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 Skills 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 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 Experience with CAD, PLM, or enterprise software solutions Benefits Performance-based bonus Employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock Participation in our equity programs 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 A generous commuter subsidy (if you are an office-assigned employee) Company Overview PTC (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 Sponsorship PTC 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. Apply To This Job 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. Responsibilities 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 PTCs support model and services Provide insights based on customer health, support metrics, and system performance 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 deli