Customer Success Coach

6 days ago

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PTC

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Product Development Solutions • PLM - Product Lifecycle Management • CAD- Computer Aided Design • Internet of Things • Application Lifecycle Management

5001 - 10000

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

• 5 + 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 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 5 years of professional experience in a customer facing role in SaaS or other enterprise applications and services, preferred in healthcare, Life Sciences or EMS industry

Benefits

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