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.
The Business System and Infrastructure team, within the Customer Success Organization, is responsible for providing advice on technology and delivering development, configuration, maintenance and support of the various applications around CRM, Web and BI analytics/reporting. One of the critical applications to the organization's success is the newly implemented Gainsight application, which will be used to manage all reports of the whole Customer Success organization.
Primary Responsibilities:
- Understand the basic concepts of Customer Success Management and converting those concepts into solutions
- Design business rules that analyse your customer data, and trigger actions for the customer success team to proactively engage with customers
- Deliver consulting, support and advice to high level Management to update existing analytics/reports
- Work with key stakeholders within the Customer Success Organization to review business requirements and provide consultation/advice on recommended solutions and approach
- Has the capability of completing assigned tasks with minimal supervision
- Develop reports and dashboards to provide meaningful analysis to the business through short/agile implementation cycle to deliver fast value to Business.
- Provide production support, troubleshoot issues and develop bug fixes. Plan, organize, multi-task and prioritize effectively.
- Manage user accounts, groups and security settings in Gainsight and Salesforce
- Understands the concepts surrounding surveys and basic email automation/marketing platforms.
- Responsible for the architecture and configuration of their environment
- Configure and deploy Gainsight and Salesforce to internal customers (including system configuration, external integrations, reports, dashboards and workflows)
Candidate Profile/requirement:
- Bachelor's Degree, Master's preferred, with a previous experience as BI developer
- Having 3-4 years of experience of Salesforce Administration and Gainsight is preferred.
- Understanding of Customer Success
- Applied knowledge of BI systems/CSM tools within the Customer Success industries. [E.g. Gainsight / Qlik / Cognos / PowerBI /Hyeprion]
- Having knowledge of customer success terms e.g. Retention / Churn / Lifecycle Stages / NPS / QBR / Upsell / Downsell / ARR / Engagement / Renewal
- Should possess strong competency with relational databases and SQL queries.
- Knowledge of data modelling and data warehouses with complex multiple data sources.
- Experience in implementing analytics in big data environment
- Skilled communicator within a worldwide team of engineers, developers and managers.
- A desire and passion to drive new business and be part of a winning team.
- Excellent analytical, written and presentation skills.
- Works effectively in a fast-paced environment and is comfortable with multi-tasking.
- Familiar with reviewing and understanding data used to build dashboards and reports
- Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
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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