PTC
Overview
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 Responsibilities
Respond to customer queries and advise on Arena capabilities and industry/domain best practices. Act strategically to help customers realize their business goals and outcomes. Maintain customer success plans, activities, and notes within Gainsight. Nurture relationships and identify risks or opportunities for expansion. Identify and resolve issues or dissatisfaction by applying the correct resources. Monitor escalations and advocate for product enhancements when appropriate. Contribute to the ongoing optimization of Coaching systems, processes, and tools. 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 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 PTCs 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. Onboarding milestones
Within one month:
Understand the What, Why and How of being a successful Coach at Arena; start building relationships with peers and departmental leaders; be introduced to daily processes and tools; develop a foundational understanding of Arenas PLM/QMS capabilities. Within three months:
Form foundational relationships with your portfolio of customers; share observations for potential improvements; immerse in Coaching tools, playbooks, and internal processes; become knowledgeable on core features and capabilities of Arena PLM/QMS. Within six months:
Understand customer success requirements, develop and guide success plans, and help customers achieve desired outcomes; gain credibility with peers by meeting commitments; contribute to continuous improvement of processes and systems; become an authority on Arenas core and advanced features. Within one year:
Build trusted advisor relationships with your portfolio; influence positive outcomes for customers and internally; guide system and product improvements; become a subject matter expert on Arenas capabilities. Qualifications and Experience
810 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, and presentation skills; a customer-first mindset. History of building relationships at all levels of a customers organization and internally. Gainsight or other CSM software experience is a plus, not required. Four-year BA/BS degree (Technical) or equivalent experience. Minimum of 810 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 is a plus. Compensation and Benefits
PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants; the salary range for this position is estimated to be between $125,000$145,000. Actual pay may vary based on skills, qualifications, experience, and location. This role may be eligible for discretionary bonuses. PTC offers various benefit plans, including medical, dental, vision, Paid Time Off, sick leave, tuition reimbursement, 401K, flexible spending accounts, life and disability insurance, and more. Benefits 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. PTC is an Equal Opportunity Employer and is committed to an inclusive environment for all identities, cultures, and perspectives. We hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, veteran status, or any other characteristic protected by law. Lifelong learning and privacy are important to us; we review our privacy policy and data protections as part of employment. Life at PTC is about more than working with todays cutting-edge technologiesit's about collaborating with talented people to transform the world. If you share our passion for problem-solving through innovation, youll likely enjoy the PTC experience. Review our Privacy Policy here. #J-18808-Ljbffr
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 Responsibilities
Respond to customer queries and advise on Arena capabilities and industry/domain best practices. Act strategically to help customers realize their business goals and outcomes. Maintain customer success plans, activities, and notes within Gainsight. Nurture relationships and identify risks or opportunities for expansion. Identify and resolve issues or dissatisfaction by applying the correct resources. Monitor escalations and advocate for product enhancements when appropriate. Contribute to the ongoing optimization of Coaching systems, processes, and tools. 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 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 PTCs 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. Onboarding milestones
Within one month:
Understand the What, Why and How of being a successful Coach at Arena; start building relationships with peers and departmental leaders; be introduced to daily processes and tools; develop a foundational understanding of Arenas PLM/QMS capabilities. Within three months:
Form foundational relationships with your portfolio of customers; share observations for potential improvements; immerse in Coaching tools, playbooks, and internal processes; become knowledgeable on core features and capabilities of Arena PLM/QMS. Within six months:
Understand customer success requirements, develop and guide success plans, and help customers achieve desired outcomes; gain credibility with peers by meeting commitments; contribute to continuous improvement of processes and systems; become an authority on Arenas core and advanced features. Within one year:
Build trusted advisor relationships with your portfolio; influence positive outcomes for customers and internally; guide system and product improvements; become a subject matter expert on Arenas capabilities. Qualifications and Experience
810 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, and presentation skills; a customer-first mindset. History of building relationships at all levels of a customers organization and internally. Gainsight or other CSM software experience is a plus, not required. Four-year BA/BS degree (Technical) or equivalent experience. Minimum of 810 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 is a plus. Compensation and Benefits
PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants; the salary range for this position is estimated to be between $125,000$145,000. Actual pay may vary based on skills, qualifications, experience, and location. This role may be eligible for discretionary bonuses. PTC offers various benefit plans, including medical, dental, vision, Paid Time Off, sick leave, tuition reimbursement, 401K, flexible spending accounts, life and disability insurance, and more. Benefits 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. PTC is an Equal Opportunity Employer and is committed to an inclusive environment for all identities, cultures, and perspectives. We hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, veteran status, or any other characteristic protected by law. Lifelong learning and privacy are important to us; we review our privacy policy and data protections as part of employment. Life at PTC is about more than working with todays cutting-edge technologiesit's about collaborating with talented people to transform the world. If you share our passion for problem-solving through innovation, youll likely enjoy the PTC experience. Review our Privacy Policy here. #J-18808-Ljbffr