Customer Success Coach

Arena Coaching Opportunity

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.

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 :

• Responding to customer queries and advising on Arena capabilities and industry / domain best practices
• Acting 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
• Working 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 :

Within three months :

Within six months :

Within one year :

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 :

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 also 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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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?