Senior Customer Success Manager - Onshape

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.  

Onshape Customer Success Manager, APAC

We are excited to establish our Customer Success presence in Melbourne, Australia, and this role offers the opportunity to be the first Customer Success Manager in that location.

As a Customer Success Manager, you will serve as the primary post-sale point of contact for a portfolio of customers. You will develop a deep understanding of each customer’s goals and challenges and work closely with internal teams to ensure their success with Onshape as their CAD platform. Your focus will include onboarding, driving product adoption, helping customers realize measurable value, and ultimately supporting contract renewals.

As a result, the CSM team grows revenue, creates advocates, and most importantly, more innovative designers within the customer base of Onshape.

Responsibilities:

· Manage a hybrid portfolio of larger SMB, Mid Market, and Enterprise accounts for Onshape customers primarily located in Australia, New Zealand, and other APAC locations.

· Build relationships with customers that enhance their connection with Onshape and ensure a fulfilling use of the Product, including regular communication and Success Reviews.

· Navigate your customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers.

· Act as the voice of your customers internally in the business and product realms, listening to and communicating their feedback.

· Ensure proper onboarding and training of customer as well as the adoption of features that will ensure the realization of value.

· Connect the customer with both internal and external resources and solutions in order to clear obstacles and issues they encounter during their lifecycle.

· Review and negotiate renewal of licenses and ensure retention of the companies in your portfolio.

· Ensure the satisfaction of your customers as represented by surveying and feedback

· Encourage growth of revenue through expansion of licenses and understanding of higher scale products.

· Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc.

Requirements:

· Bachelor’s degree or equivalent preferred

· 3+ years of experience in a B2B customer-facing role, account management, or degree in business, communication, computer science or relevant discipline

· Fervent focus on the customer and their experience

· Excellent written and verbal communication skills, adaptable to various communication styles

· Organized, detail-oriented, and thorough

· Experience with CRM tools (such as Salesforce, ChurnZero, Zendesk, JIRA, etc.)

· Self-starter approach to work, with an eagerness to consistently meet and exceed objectives

· Ability to manage multiple projects simultaneously

· Results and solution oriented

· Adaptability, flexibility, and ability to work in a collaborative environment

· CAD or design background a plus but not a requirement

About Onshape:

At Onshape, we don’t see ourselves as a software company, or even a CAD company. We see

ourselves as a “helping customers make amazing products” company. We are radically

improving how designing and manufacturing gets done, and in the process are making our

users more productive and more effective. (While also reminding them how much fun CAD can

be!)

For more information, visit www.onshape.com/careers

Why PTC

When looking for a new job, we know you are looking for something that aligns with your values, passions, dreams, and lifestyle. Our team is passionate and committed. We are driven by innovation and value our work-life balance. Check out what it’s like to work at PTC at #lifeatPTC.

We believe that diversity of experience and background leads to better ideas and a stronger company. We encourage everyone to bring their unique perspectives to our team.

We take a holistic view of the employee experience and provide you with what you need to take care of your health, your wealth, your well-being, and your career. Find out more about PTC’s benefits: https://PTCbenefits.hrintouch.com (Username: Guest2 – Password: GuestUser5694)

"We stand at the frontier of a new age of innovation, where the industrial revolution is colliding head on with the digital revolution." Jim Heppelmann, CEO, PTC

For more information, or to apply, please follow this link; https://bit.ly/2Sb9M4X

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. 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. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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