Customer Success Coach

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June 8

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PTC

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Enterprise • Manufacturing

PTC is a leading software solutions provider that focuses on transforming the way products are designed, manufactured, and serviced. The company offers digital solutions that improve product development, reduce costs, and enhance product quality by allowing collaboration across teams. PTC is renowned for its expertise in enterprise PLM and SLM, making it a preferred partner for manufacturers and service teams looking to optimize processes and innovate. Its tools are utilized by numerous Fortune 500 companies involved in discrete manufacturing, enabling significant improvements in manufacturing efficiency and service operations.

5001 - 10000 employees

Founded 1985

🏢 Enterprise

📋 Description

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

🎯 Requirements

• 8-10 years of hands-on experience with PLM and QMS (Arena preferred) • Experience managing a portfolio of customer accounts in the SMB and Enterprise space • Working knowledge of ERP and CAD systems and their relationship with PLM • Strong business acumen, communication (candid, vocal, honest), and presentation skills • A demonstratable mindset for putting the customer first and exceeding expectations • History of building relationships at all levels of a customer’s organization and internally • Gainsight or other CSM software experience a plus, not required • Four-year BA/BS degree (Technical) or equivalent experience • 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.

🏖️ Benefits

• Medical, dental and vision insurance • Paid Time Off and Sick Leave Policies • Tuition Reimbursement • 401K • Flexible spending accounts • Life insurance and disability coverage