Manage a portfolio of customers to drive adoption, value realization, renewal health, and referenceability.
Build and maintain joint Success Plans aligned to business outcomes; track milestones, risks, and impact metrics (usage/adoption, value KPIs, health score).
Run recurring operating cadence (status reviews, QBR/EBR preparation with Sales) and keep stakeholders aligned on goals, progress, and risks.
Proactively identify churn risks through data signals (usage, support trends, sentiment); create and execute save plans with named owners and timelines.
Orchestrate crossfunctional resources (TSAM, Support, Services, Product, Sales) to remove blockers; manage escalations via defined paths.
Translate business needs into actionable recommendations, capturing Voice of Customer and product feedback for continuous improvement.
Partner with Sales on renewal planning; surface wellqualified expansion opportunities based on realized value and roadmap fit.
Enable customers and partners on best practices, playbooks, and success KPIs; contribute reusable artifacts (templates, dashboards, briefings).
Maintain accurate account plans, forecasts, and activity hygiene in CRM; report on outcomes against agreed KPIs.
Skills
Strong written and verbal communication; able to engage managers and senior stakeholders with clear, structured narratives.
Solid understanding of one or more domains: CAD, PLM, IIoT, AR, or related engineering/digital transformation processes.
Datadriven problem solving: interpret usage/health signals, tie actions to measurable outcomes, and present ROI/value stories.
Crossfunctional collaboration: align Sales/TSAM/Support/Services/Product on owners, timelines, and success criteria.
Comfortable with executiveready materials (QBR decks, value summaries), even if copresented with senior leaders.
Experience
36 years in customerfacing roles (Customer Success, Account Management, Professional Services, Consulting, or Support) for enterprise or industrial software.
Exposure to manufacturing or digital transformation initiatives preferred.
Demonstrated experience driving adoption and supporting renewals; familiarity with success planning and QBR/EBR practices.
Handson use of CRM and analytics (e.g., Salesforce/Tableau or equivalents) to manage health and funnel.
Language (unchanged)
Mandarin (Fluent)
Business English (Fluent in written and spoken English)
Hokkien (an advantage)
Education (unchanged)
Master's degree or higher in Computer Science, Mechanical Engineering, Business Administration, or a related field.
GEPT Level: HighIntermediate or above
Taiwanese is required
Preferred Qualifications
Project Management experience (PMP a plus).
Background in Customer Success, Professional Services, Solution Consulting, or Strategic/Enterprise Account Management.
Familiarity with PLM, ALM, CAD, IIoT, AR, or broader Digital Transformation solutions.
Experience collaborating with PTC partners (enablement, joint success motions).
