PThis 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. /ppbr/ppbRole Summary /b /ppThe 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. /ppbr/ppbKey Responsibilities /b /pulliBuild and maintain strong relationships with key business and technical stakeholders across assigned accounts. /liliLead regular case reviews and performance metric discussions. Provide timely updates on customer issues and account health to internal teams and leadership. /liliParticipate in customer-facing meetings, including Quarterly Business Reviews. /liliRepresent the customer’s voice internally to drive continuous improvement. /liliManage escalated issues in collaboration with the Escalation Manager. /liliUnderstand and communicate customer-specific customizations and technical needs. Collaborate with Account Managers to coordinate: Upgrades and rollouts ○ Maintenance schedules ○ Company events and communications • /liliMonitor and follow up on customer satisfaction through surveys, feedback, and postmortem reviews. /liliShare technical best practices and relevant updates with customers. /liliContribute to and review knowledge base articles, especially those related to Platinum Support processes. /li /ulpbr/ppbRequired Skills Experience /b /pulliSalesforce and/or ServiceMax previous experience /liliStrong organizational and communication skills. /liliAbility to work effectively in a globally distributed team across time zones /liliMinimum of 5 years of experience in software technology, ideally in a support capacity. /liliFamiliarity with cloud-based environments, including SaaS and PaaS. /liliBachelor’s degree in an IT-related field or equivalent professional experience. /liliEnglish / Spanish and/or French language. /liliWillingness to travel occasionally. /li /ulpbr/ppbPreferred Qualifications /b /pulliSalesforce Administrator 201 and/or Advanced Administrator 211 certifications. /liliProject management experience. Familiarity with technologies supporting /liliFamiliarity with technologies supporting SaaS applications (e.g., XML, Web Services, HTML, PHP, .NET, Java, JavaScript). /li /ul