Customer Success Coach

hace 4 semanas

Barcelona, España Arena A tiempo completo

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 Medical Device/Life Sciences 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 enthusiast who understands the common business problems encountered by innovative Medical Device/Life Sciences "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 Arena's core values of Transparency, Trustworthiness, Flexibility, and Shared Success. 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

Within six months:
You will understand customer success requirements, develop and guide success plans, and help customers accomplish desired outcomes
You will have gained credibility with your peers by making and meeting commitments
You will be contributing to the continuous improvement of our processes and systems
You'll be an authority on Arena's core features, and familiar with its advanced capabilities

Within one year:
You will celebrate the fact that you have built trusted advisor relationships with your portfolio of customers
You will use your relationships and credibility to influence positive outcomes for your customers, and internally
You will guide the improvement of our systems, processes, and the Arena product
You will be a subject matter expert on all of Arena's capabilities in the Medical Device/Life Sciences domain

Develop a deep understanding of your customer's business, needs, and opportunities, serving as an advocate for the customer within Arena, and for Arena to the customer.

Preferred Experience:
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 demonstrable 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
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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