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 postmortem reviews.
* Share technical best practices and relevant updates with customers.
* Contribute to and review knowledge base articles, especially those related to Platinum Support processes.
Required Skills & Experience
* 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.
* English / Spanish and/or French language.
* Willingness to travel occasionally.
Preferred Qualifications
* Salesforce Administrator 201 and/or Advanced Administrator 211 certifications.
* Project management experience. Familiarity with technologies supporting
* Familiarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript).