Customer Success Coach

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 demonstratable 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 

PTC carefully considers a wide range of compensation factors, which may include the background and experience of all applicants, which can cause your compensation to vary. PTC anticipates the salary range for this position to be between $100,000-120,000.  The actual pay may be lower or higher depending on your skills, qualifications, experience, and location. Additionally, this role might be eligible for discretionary bonuses. Also, every PTC employee also has the opportunity to become a PTC shareholder, both through its stock grant programs or its employee share purchase program which allows employees to purchase PTC stock at a discount. We offer all kinds of ways to experience well-being, confidence, and satisfaction. Depending on your location, you will have the opportunity to participate in PTC’s benefit plans, including medical, dental and vision insurance, Paid Time Off and Sick Leave Policies, Tuition Reimbursement, 401K, flexible spending accounts, life insurance and disability coverage.  Note: PTC benefits programs are subject to eligibility requirements. 

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