Customer Success Coach

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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