Education Customer Success Specialist - 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 by PTC is the industry leader in cloud-native CAD and PDM solutions. Thousands of companies rely on Onshape to accelerate product development and bring innovative designs to market faster than ever. In education, Onshape is embraced by millions of students and educators in both K12 and higher education for its ability to run seamlessly on any device with zero IT overhead. The platform never crashes or loses work, records all activity for easy tracking, and offers infinite restore capabilities. With unparalleled collaboration features, Onshape enables group assignments and instructor-led projects like no other system, making it an ideal solution for modern engineering education.

Role Overview:

We are seeking an Education Customer Success Specialist/Manager to engage with defined education accounts, ensuring deep, formalized relationships that drive the value of Onshape's innovative CAD platform. You will support schools and universities that have chosen Onshape for their classroom, while working to further expand and instill Onshape's success in education. This role is ideal for a passionate advocate of education and technology who is motivated by building long-lasting partnerships and delivering real value in the classroom.

Key Responsibilities:

• Serve as the primary point of contact for these customers, promptly addressing their needs and concerns.
• Provide accurate, new and historical account documentation through usage of customer relationship management (CRM) tools such as SalesLoft, ChurnZero and Salesforce to keep accounts current.
• Nurture existing relationships and grow account relationships through engagement of new customers as identified by Account Management, to ensure the long-term use of Onshape in an educational setting.
• Non-technical Onboarding, training & enablement: Guide new Educators during Onboarding, ensuring a smooth and successful implementation of Onshape. Support customized follow-ups post Onboarding and maintain routine touch points for strategically defined accounts.
• Serve as the voice of customers for the PTC Education team, advocating for their needs and improvement requests to all internal stakeholders. Collaborate with all EDU team members and others within the Onshape commercial business to ensure maximum customer satisfaction and internal support. Use customer feedback to support product management decisions.
• Drive customer renewals for EDU Enterprises and work closely with the Billing team to ensure a smooth renewal process. Secure a low volume of customer churn events through identifying account and billing needs ahead of renewal. Partner with the Account Management team wherever possible to capture growth and expansion opportunities leading into renewal.
• Utilize analytical data via Looker for account health monitoring and identifying trends.
• Must be personable, enjoy being involved in the customer experience and journey and motivated to grow the team's presence in the college and university space. Have a genuine interest in helping customers succeed when using Onshape for educational purposes.

Qualifications:

• Bachelor's degree or equivalent experience in Engineering, Business (Customer Success), Education, or a related field.
• 2-4 years of experience in customer success, sales, account management or education-related roles.
• Proven ability to build and maintain strong relationships with educational institutions.
• Ability to hold a high level of connectivity with university leadership, including Department Chairs, Deans, and other esteemed faculty or contacts and lead non-technical calls or manage other interactions with these contacts independently.
• Proficiency in English is required.

Preferred Skills and Experience:

• Track record of managing strong, long-lasting customer interactions and relationships via email and calls (including video and phone).
• Experience with customer onboardings, implementation, and enablement to drive customer success, particularly in the education or technology sectors.
• Familiarity with CRM systems like Salesforce to manage your account contacts effectively.
• Ability to communicate technical concepts clearly and persuasively to both technical and non-technical audiences.
• Basic understanding of CAD software and its applications in engineering education.

Why Join PTC?

You will be part of an international team dedicated to transforming engineering education with cloud-native technology. This role offers an exciting opportunity to make a lasting impact on schools and universities by equipping them with the tools to prepare their students for the future of design and manufacturing.

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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