Technical Support Account Manager (TSAM)
On-siteBucharest, București, Romania
Job Summary
Technical Support Account Manager (TSAM) at PTC responsible for managing a portfolio of North American SaaS and On-Premise customers, acting as a trusted advisor to drive customer satisfaction, retention, and long-term value. Role emphasizes operational excellence, support experience, and issue resolution within a global Service Management organization, collaborating with cross-functional teams (Support, R&D, Services, Sales) and guiding customers on best practices, governance, and escalation management. Requires experience in Customer Success, TAM, or SDM-like roles, ITIL familiarity, and a track record of working with enterprise customers and delivering structured, metrics-driven support programs.
Required Qualifications
- 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 with enterprise customers and cross-functional teams
- Strong customer-facing communication and executive presence
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