Responsibilities
- Collaborate with customers to determine critical initiatives and lead internal teams in resolving issues through structured analysis.
- Communicate the urgency and business impact of customer observations to support, engineering, release management, and leadership teams.
- Track, update, and report on action items from maintenance or triage activities, ensuring resolution meets customer expectations.
- Partner with engineering, operations, and mechanical departments to monitor PTC performance metrics and deliver status updates to management.
- Utilize Clarity to oversee contract budgeting, cost tracking, revenue forecasting, and quarterly financial reporting for maintenance contracts.
- Engage in strategic discussions about service contract evolution with commercial, legal, and operations stakeholders.
- Support proposal development and executive-level project reviews for new or ongoing initiatives.
- Promote and implement value-added maintenance services to enhance contract value and customer outcomes.
- Lead complex, multi-stakeholder processes involving internal and external parties.
- Share key issues, improvement opportunities, and updates with peer project managers across the organization.
- Develop and deliver training programs for internal and external audiences to strengthen product expertise.
- Track and manage customer requests and issues using the Salesforce enterprise system.
Team
various Product Engineering groups, Product Line Management, Sales, Contracts Management, Release Management, and others as needs warrant.
