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. Customer Success Coach - Arena Reports to: Director, Customer Success ArenaLocation: Remote - USA Job DescriptionOur world is transforming, and PTC is leading the way. Our software unites the physical and digital worlds, enabling companies to improve operations, create better products, and empower people across 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 make our work possible. 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 appropriateContributing 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. About YouYou are an experienced PLM and QMS professional who understands the common business challenges facing innovative product companies – design requirements, change control, sourcing, NPI, and quality. You build relationships and share ideas with everyone at all levels. You enjoy helping companies solve problems and succeed through influence and empathy. You align with PTC’s core values of Transparency, Trustworthiness, Flexibility, and Shared Success. You are self-organized and thrive in a continuous-improvement environment.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.Experience: 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 – helping customers translate features into day-to-day use and long-term value.Strong business acumen, communication (candid, vocal, and honest), and prese