[Hiring] Principal Customer Success Coach @PTC

Role Description

As trusted advisers and Arena enthusiasts, Coaches guide a portfolio of innovative customers through the adoption and growth journey using 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 qualified candidates can do from anywhere.

Day-to-day responsibilities include:

• Responding to customer inquiries and advising on Arena capabilities and best practices for the industry or domain.
• Acting strategically to help customers achieve 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 dissatisfaction by applying the appropriate resources.
• Monitoring escalations and advocating for product enhancements as appropriate.
• Contributing to the ongoing optimization of our coaching systems, processes, and tools.
• Working closely with cross-functional teams to enhance the customer experience and drive customer growth, retention, and satisfaction.

Qualifications

• 8-10+ years of hands-on experience with PLM and QMS (Arena preferred).
• Working knowledge of ERP and CAD systems and their relationship to PLM.
• Experience managing a portfolio of customer accounts in the Enterprise space, with a strong focus on driving adoption.
• Strong business acumen, communication (candid, vocal, and honest), and presentation skills.
• Brings a strategic mindset – able to connect system capabilities to business outcomes and guide customers toward practical, scalable solutions.
• A mindset of 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 is 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 within SaaS or other enterprise applications and services.
• Industry experience in electronics manufacturing, Life Sciences, or other regulated industries is a plus.

Requirements

• Within the first month:
  • You will understand the What, Why, and How of being a successful Coach at Arena.
  • You will begin building relationships with peers and departmental leaders.
  • You will be introduced to the processes and tools Coaches use daily.
  • You will gain a foundational understanding of Arena’s PLM/QMS capabilities.
• Within three months:
  • You will have established foundational relationships with your customer portfolio.
  • You will share observations for potential improvement (with your peers and your leaders).
  • You will be immersed in our Coaching tools, playbooks, and internal processes.
  • You will be knowledgeable about the core features and capabilities of Arena PLM/QMS.
• Within six months:
  • You will understand customer success requirements, develop and guide success plans, and help customers achieve their desired outcomes.
  • You will have earned credibility with your peers by making and keeping commitments.
  • You will contribute to the continuous improvement of our processes and systems.
  • You’ll be an authority on Arena’s core features and be familiar with its advanced capabilities.
• Within one year:
  • You will celebrate having built trusted-advisor relationships with your customer portfolio!
  • You will use your relationships and credibility to drive positive outcomes for your customers and internally.
  • You will guide improvements to our systems, processes, and the Arena product.
  • 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, and serve as an advocate for the customer within Arena and for Arena to the customer.

Benefits

• The anticipated annual salary range for this position is between $99,000-$140,000.
• Eligible employees have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP).
• Participation in our equity programs may be available for certain roles.
• Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, and disability coverage.
• If you are an office-assigned employee, a generous commuter subsidy is also available.