Platinum Support Manager
- Servicemax
- 5 - 10 years
- Bengaluru
- 15 days ago
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Job Description
We are seeking a dedicated Platinum Support Manager (PSM) to backfill a current vacancy. This role is integral to delivering a premium technical support experience for our customers who have opted for Platinum Support an enhanced service offering with a 12% uplift on the subscription value. The PSM will manage a portfolio of 14 customers, representing an Annual Recurring Revenue (ARR) of $13.4 million.
Role Summary The PSM serves as a trusted technical advisor and liaison, ensuring a seamless support experience by bridging communication between Support, Engineering, and Product teams. This role requires a strong understanding of both the technical and business aspects of each customer s ServiceMax implementation and acts as the customer s Technical Account Manager post-implementation.
Key Responsibilities - Build and maintain strong relationships with key business and technical stakeholders across assigned accounts.
- Lead regular case reviews and performance metric discussions.
- Provide timely updates on customer issues and account health to internal teams and leadership.
- Participate in customer-facing meetings, including Quarterly Business Reviews.
- Represent the customer s voice internally to drive continuous improvement.
- Manage escalated issues in collaboration with the Escalation Manager.
- Understand and communicate customer-specific customizations and technical needs.
- Collaborate with Account Managers to coordinate:
- Upgrades and rollouts
- Maintenance schedules
- Company events and communications
- Monitor and follow up on customer satisfaction through surveys, feedback, and post-mortem reviews.
- Share technical best practices and relevant updates with customers.
- Contribute to and review knowledge base articles, especially those related to Platinum Support processes.
- Strong organizational and communication skills.
- Ability to work effectively in a globally distributed team across time zones.
- Minimum of 5 years of experience in software technology, ideally in a support capacity.
- Familiarity with cloud-based environments, including SaaS and PaaS.
- Bachelor s degree in an IT-related field or equivalent professional experience.
- Willingness to travel occasionally.
- Salesforce Administrator 201 and/or Advanced Administrator 211 certifications.
- Project management experience.
- Familiarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript).
Life at PTC is about more than working with today s most cutting-edge technologies to transform the physical world. It s about showing up as you are and working alongside some of today s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us
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Job Classification
Industry: Software ProductFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ServicemaxLocation(s): Bengaluru+ View Contact
Keyskills: Web services HP data protector Project management XML Javascript PHP HTML PSM Continuous improvement Technical support
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