Cloud Service Manager
| Company | PTC |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 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
Responsibilities
- 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
- 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 Manager activities related to verifying client document management, cost control efforts and reporting requirements.
Preferred Qualifications
- ITIL background knowledge or certification is a bonus