Key skills
ERPSaaSCommunicationPresentation SkillsCustomer Success
About this role
Role Overview
- Responding to customer inquiries and advising on Arena capabilities and best practices
- 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
Requirements
- 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
- Strong business acumen, communication, and presentation skills
- 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
Tech Stack
- ERP
Benefits
- Eligible employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP)
- Medical, dental and vision insurance
- Paid time off and sick leave
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- Generous commuter subsidy