Customer Success Coach

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

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 
• 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 

 
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: 
• You will understand the What, Why and How of being a successful Coach at Arena 
• You will start building relationships with peers and departmental leaders 
• You will be introduced to the processes and tools used daily by the Coaches 
• You will develop a foundational understanding of Arena’s PLM/QMS capabilities 
 
Within three months: 
• You will have formed foundational relationships with your portfolio of customers 
• Observations for potential improvement will be shared (with you, your peers, and leaders) 
• You will be immersed in using our Coaching tools, playbooks, and internal processes 
• You will be knowledgeable on the core features and capabilities of Arena PLM/QMS