Customer Success Coach

PTC; United States; Remote; USD 125,000 - 145,000; Full time

Job summary

An innovative firm is seeking a PLM and QMS professional to join their remote team. This role focuses on guiding customers through the adoption of a world-class SaaS solution, helping them achieve their business goals while fostering strong relationships. You will leverage your expertise to optimize customer success, ensuring they fully utilize the platform's capabilities. This position offers the flexibility of remote work, a dynamic environment, and the opportunity to make a significant impact on customer satisfaction and success. If you are passionate about problem-solving and customer advocacy, this could be your next exciting career move.

Benefits

Medical, dental, and vision insurance

Paid Time Off

Sick Leave Policies

Tuition Reimbursement

401K

Flexible spending accounts

Life insurance

Disability coverage

Employee stock purchase program

Qualifications

• 8-10 years of experience with PLM and QMS, preferably with Arena.
• Strong communication and relationship-building skills.

Responsibilities

• Guide customers through the adoption of Arena’s SaaS solutions.
• Maintain customer success plans and advocate for product enhancements.

Skills

PLM and QMS expertise

Customer relationship management

Business acumen

Communication skills

Presentation skills

Education

Bachelor's degree (Technical)

Tools

Gainsight

ERP systems

CAD systems

Job description

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Location: USA Remote

As a trusted adviser and Arena enthusiast, Coaches guide a portfolio of innovative customers through the adoption and growth journey with our world-class SaaS PLM/QMS solution. Coaches help Arena customers evolve their processes as business needs change, and inspire executives, administrators, and users to embrace and expand their use of Arena’s capabilities. Coaching is rewarding work that can be performed from anywhere by qualified candidates.

Day to day responsibilities include:

1. Responding to customer queries and advising on Arena capabilities and industry/domain best practices.
2. Act strategically to help customers realize their business goals and outcomes.
3. Maintaining customer success plans, activities, and notes within Gainsight.
4. Nurturing relationships and identifying risks or opportunities for expansion.
5. Identifying and resolving issues or dissatisfactions by applying the correct resources.
6. Monitoring escalations and advocating for product enhancements when appropriate.
7. Contributing to the ongoing optimization of our Coaching systems, processes, and tools.
8. Work closely with cross-functional teams to improve the entire customer experience, drive customer growth, retention, and satisfaction.

ABOUT YOU

You are an experienced PLM and QMS professional who understands the common business problems encountered by innovative “product” companies – design requirements, change control, sourcing, NPI, and quality. You cultivate relationships and share ideas with everyone, at all levels. You enjoy helping companies solve problems and succeed with influence and empathy. You align with PTC's core values of Customers Matter, Team PTC, Be Bold, PTC For All, and Purposeful Innovation. You are self-organized and thrive in an environment of continuous improvement.

Within one month:

1. You will understand the What, Why and How of being a successful Coach at Arena.
2. You will start building relationships with peers and departmental leaders.
3. You will be introduced to the processes and tools used daily by the Coaches.
4. You will develop a foundational understanding of Arena’s PLM/QMS capabilities.

Within three months:

1. You will have formed foundational relationships with your portfolio of customers.
2. Observations for potential improvement will be shared (with you, your peers, and leaders).
3. You will be immersed in using our Coaching tools, playbooks, and internal processes.
4. You will be knowledgeable on the core features and capabilities of Arena PLM/QMS.

Within six months:

1. You will understand customer success requirements, develop and guide success plans, and help customers accomplish desired outcomes.
2. You will have gained credibility with your peers by making and meeting commitments.
3. You will be contributing to the continuous improvement of our processes and systems.
4. You’ll be an authority on Arena’s core features and familiar with its advanced capabilities.

Within one year:

1. You will celebrate the fact that you have built trusted advisor relationships with your portfolio of customers!
2. You will use your relationships and credibility to influence positive outcomes for your customers, and internally.
3. You will guide the improvement of our systems, processes, and the Arena product.
4. You will be a subject matter expert on all of Arena’s capabilities.

Develop a deep understanding of your customer’s business, needs, and opportunities, serving as an advocate for the customer within Arena, and for Arena to the customer.

Preferred Experience:

1. 8-10 years of hands-on experience with PLM and QMS (Arena preferred).
2. Experience managing a portfolio of customer accounts in the SMB and Enterprise space.
3. Working knowledge of ERP and CAD systems and their relationship with PLM.
4. Strong business acumen, communication (candid, vocal, honest), and presentation skills.
5. A demonstrable mindset for putting the customer first and exceeding expectations.
6. History of building relationships at all levels of a customer’s organization and internally.
7. Gainsight or other CSM software experience a plus, not required.
8. Four-year BA/BS degree (Technical) or equivalent experience.
9. Minimum of 8-10 years of professional experience in a customer-facing role in SaaS or other enterprise applications and services. Industry experience in electronics manufacturing, Life Sciences, or other regulated industries a plus.

PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the salary range for this position to be between $125,000-145,000. The actual pay may be lower or higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses. Also, every PTC employee has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC’s benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage. Note: PTC benefits programs are subject to eligibility requirements.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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