Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.Strategic LeadershipServe as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.Define and refine our services portfolio to align with evolving market needs and customer demands.Develop long-range plans for service delivery excellence, customer retention, and recurring revenue growth.Resource allocation and accountability – ensure that the departmental budget is aligned with organizational goals and objectives.Customer Success & Business DevelopmentOversee customer success initiatives and post-sales execution to ensure measurable outcomes and satisfaction.Foster deep, trusted relationships with enterprise customers, enabling expansion and ability to create a customer experience reference. Partner with sales leadership to shape go-to-market strategies and ensure seamless handoffs from pre-sales to delivery.Service Operations & ExecutionOwn the full lifecycle of service delivery: project implementation, customer success, enablement, and support.Build scalable processes and delivery frameworks that drive quality, margin, and velocity.Implement and monitor key performance indicators (KPIs) across utilization, margin, delivery timelines, and customer satisfaction.Work collaboratively and cross-functionally with other departments and leadership to ensure alignment and efficiency in serving clients.Advocate and promote a positive work environment.Team Development & CultureLead, mentor, and grow a high-performing team of service managers, project leaders, solution architects, and implementation specialists.Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.Champion professional development and career progression for all service personnel.Provide leadership to support staff, including discipline, conducting interviews for potential new hires, establishing staffing structure, and providing mentorship and resources to achieve company goals.Perform other duties as assigned, based on company needs.
