PTC

Provide technical product support, manage customer relationships, and collaborate on software updates and support activities. | 5-7 years of IT experience, Salesforce ADM201 certification, experience with SaaS, databases, and mobile applications, strong communication skills, and ability to work remotely. | Deliver world class maintenance and support services to ServiceMax customers. Service customers by logging, replicating, troubleshooting and resolving technical support cases Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by ServiceMax. Primarily focus on resolving customer cases, developing knowledge as a result of case closure. Communicate updates and resolutions, as well as questions and clarification in a written and verbal manner. Advocate / be the voice of the customer withing ServiceMax. Manage the client relationship for ServiceMax and support new business development activities. Engage with customers to reactively and proactively, address requests for service Assisting your team members in the on time closure of any outstanding customer cases as needed. Continuous management and upkeep of Customer. Meet or exceed the SLA's, Case Quality and Customer Satisfaction (CSAT) score per the company standards. Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities. Assess the business impact of customer issue raised and update the stakeholders about such impact. Create Knowledge articles and peer review of articles for resolved customer issues. 5-7 years of experience in providing technical product support solutions for customers 5-7 years of Information Technology experience. Demonstrated proficiency configuring or administering a Salesforce environment. Salesforce Administration certification ADM201 or ADX201. Strong communication skills, both written and verbal Strong client interfacing skills Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred) or SOQL. Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript. 2+ years of experience Coding, testing and debugging applications programs. 2+ years of experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile Ability to work in a globally distributed team environment, liaising with on-site teams and customers. Must be able to work in a remote environment. Ability to adjust your work schedule to cover extended hours and weekends. Ability to work independently and be a self-starter Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences Ability to commute to office either in Seaport Boston MA, Shoreview Minnesota or San Ramon, CA 2 days a week. Bachelor's degree in information technology or relevant work experience. Experience with cloud delivery platforms, with AWS experience a plus 3 or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications and or the equivalent number of years supporting/implementing FS applications. ServiceMax product experience is a plus, but not mandatory

Manage customer success plans, build relationships, and optimize processes related to PLM/QMS systems. | Extensive experience in PLM and QMS, managing customer portfolios, and familiarity with SaaS and enterprise software. | 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 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 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 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 8-10 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 and CAD 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 Minimum of 8-10 years of professional experience in a customer-facing role in SaaS or other enterprise applications and services. Industry experience in electronics manufacturing, Life Sciences, or other regulated industries a plus. The anticipated annual salary range for this position is between $89,000-130,000. The anticipated annual salary range encompasses both the base salary and the on-target incentive compensation that may be attained in this role. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for 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 and if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to plan eligibility and other terms and conditions. Applications will be accepted on an on-going basis. Proud to be an Equal Opportunity 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 information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. It's about showing up as you are and working alongside some of today's most talented industry leaders to transform the world around you. Are you ready to explore your next career move with us? 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The Senior Maintenance Coordinator will support the creation of maintenance schedules and resolve scheduling conflicts by interfacing with involved work groups. They will also analyze successes and failures, create reports, and manage planning meetings with stakeholders. | Candidates should have a minimum of 5 years of experience in IT or a related field, with strong project management and planning skills. Expert Excel skills and experience with change management software, particularly ServiceNow, are also required. | Function effectively in a remote environment Support the creation of ad-hoc and emergency maintenance schedules Interface with involved work groups to determine available resources for completing jobs and resolve scheduling conflict Create change requests with appropriate information and related information in Service Now Create, seek approval and send notifications to end-customers Identify missing contacts and work internally to populate them in the CMDB Resolve schedule conflicts because of coordination needs, changing priorities and customer requests. Analyze success/failures, create the final report and organize lessons learned Attend all required meetings Identify and share issues related to inventory with CMDB team Create and Update SNOW templates for change requests Create and manage planning and alignment meetings with various stakeholders Other duties as required. Project management with attention to details Planning/scheduling experience ideally obtained from within a fast-paced dynamic environment. We will consider all scheduling/planning backgrounds/sectors. Expert Excel skills (creating macros, using formulas) Interpersonal skills, along with the ability to work smoothly and effectively with customers, colleagues and management. Knowledge of enterprise systems. Adherence to schedules and ability to meet deadlines, Initiative to resolve problems and expedite resources, work plans or other appropriate actions. Must be self-motivated, possess excellent oral and written communication skills, and be able to interact with peers, other departments, and external customers. Ability to work independently and perform administrative responsibilities related to various tasks. Experience using change management software. ServiceNow specific experience and the ability to create ServiceNow templates is a plus. Process management experience is required. Process improvement experience is a plus. Post-secondary education, with a minimum of 5 years of experience in IT or equivalent combination of education and experience. Knowledge of SaaS-based and/or Cloud-based business models in software industry Great communication skills ServiceNow Workflow and template development experience