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Cloud Service Manager

Salary

₹10 - 20 LPA

Min Experience

2 years

Location

Boston, MA

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

Your Team:

  • You will be part of the Service Management Team of the PTC Retail Customer Success Organization, part of the PTC Retail Business Unit
  • Your team is composed of Service Managers distributed worldwide (North America, UK, France, India)


Your Impact:

  • You will support the Retail Service Manager team by managing the following responsibilities with a high degree of quality and attention to detail:
  • Creation of Monthly Service Review slide decks
  • Distribution of Monthly Usage reports
  • Customer Health Dashboard management
  • You will be assigned to a set of PTC Cloud customers in a reactive mode; your main customers are based in the Americas.
  • You will act as the client Point of Contact for escalations and all PTC Cloud needs


Your Day-To-Day:

  • Prepare Service Review presentation material / reports by leveraging existing tools in a timely manner for the Service Manager community
  • Perform a basic level of Quality Control through detail-oriented review of the resulting materials
  • Other Service Managers will use this material to deliver Service Reviews.
  • Manage a client portfolio as a designated PTC Service Manager reacting to customer inquiries or issues.
  • Respond to client emails
  • Coordinate client environment activities as needed
  • Escalate as needed on client behalf
  • Deliver a basic Service Review on a quarterly basis
  • Be a point of contact for maintenance and other activities requiring coordination with the client.
  • Cost analysis
  • Coordinate Upgrade discussions and scheduling
  • Manage Client Dashboard/Health reporting process
  • Ensuring quality and timely updates
  • Ensuring consistent update rhythm
  • Coordination with other Service Managers
  • Coordinate internal & external eco-system to resolve any outstanding issues for your customers
  • Coordinate Service Manger activities related to verifying client document management, cost control efforts and reporting requirements.


Your Skills and Knowledge:

  • Degree in Computer Science, Management Information Systems or a related field
  • Motivation & focus for client service/account management and for complex project lifecycle, project and sustain mode, build management & environment management
  • Soft skills to form strong relationships at all levels
  • Ability to assess client requirements and identify issues to take appropriate preventative action
  • ITIL background knowledge or certification is a bonus

About the company

PTC Retail Customer Success Organization, part of the PTC Retail Business Unit

Skills

itil
project management
cloud
customer service