Escalation Management Specialist

PTC (NASDAQ: PTC) is a global software company that delivers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

We are headquartered in Needham, MA through 2018. Check out our new global headquarters in the Seaport district, planned for 2019. http://bit.ly/2j9d6hn

Even at a world-class software company, not every customer project goes according to plan! As a critical part of PTC’s Customer Success organization, the Success Assurance team works closely with cross-functional teams throughout the company and across the world – turning our most challenging customer crises into some of our greatest successes!

Day-To-Day:

• Engage with customers in times of crisis to reassure them that we will help them achieve their goals
• Drive prioritized, well-maintained action plans to overcome situations which could become
  (or already are) escalated to PTC executives
• Use your creativity to find new and better ways to predict or prevent common challenges our customers face
• Enjoy a fast-paced environment where conditions change day-to-day, presenting opportunities to work with all aspects of our business.

Required Skills and Knowledge:

• Cool under pressure – can handle stress, is a settling influence in a crisis

• A sense of urgency – can drive yourself and others to meet and exceed goals

• Great organizational skills – can marshal resources to get things done efficiently and effectively

• Strong Emotional Intelligence – can understand and empathize with the technical, business, and personal implications of a crisis

• Can interact and relate well with people at all levels of an organization

• Familiarity with CRM systems (Salesforce.com and Gainsight experience are a plus)

Basic Qualifications:

• Bachelor’s degree -or- at least 4 years or experience in a Customer Relationship, Project Management, Technical Sales/Support, or Analytics-focused role

Travel:

Occasional for training purposes or customer coordination needs – approx. 2 to 4 weeks per year

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.

WHY JOIN US?

PTC is a great place to work. Our culture is one of excellence, innovation, empowerment, and caring about our customers, communities, and employees.   We have built an action-oriented culture of integrity and trust, creating a sense of team spirit at both the departmental and company-wide level. At PTC, we have great employees and know that they are critical to the company’s success.

The Core Values we live by to achieve our success are:

• Customer Success
• Excellence
• Innovation & Empowerment
• Integrity & Professionalism
• Social Responsibility through Shared Value
• Teamwork
• Winning

More about PTC:

PTC benefits are among the most competitive in the industry. While your salary is the major component of your compensation, you also receive a competitive benefits package including:

• Great opportunities for career development
• Employee training development
• Working with cutting-edge technologies
• Project-based travel opportunities worldwide if the role requires
• Top office facilities and easily accessible location
• Private health insurance;
• Medical hospitalization
• Private pension plan
• Life insurance
• Meal tickets
• Very advantageous gym membership
• Vacations days based on seniority
• Employee Referral Program

Candidate Data Privacy: In sending us your Resume or CV, you are allowing us to store it with your contact details in our job applicant database.

We will only share your personal details with the PTC HR team members, talent acquisition, third-party facilitators and consultants engaged to support the recruitment process, and PTC Interview Panel Members for positions that you have applied for or that may be of interest to you for a profile like yours.

We may need to share your personal data with external third parties such as to local labor authorities, courts and tribunals, regulatory bodies and/or law enforcement agencies for complying with applicable laws and regulations, or in response to legal process.

We will not keep your personal information in our candidate database for more than 6 months after the end of your hiring process (that is to say after the last call, interview, meeting or email that we have had / exchanged with you during the interview process), unless either we are required to keep such information longer by law or we have written agreement via email from you.

We might ask final candidates for a reference checks (we will always ask you first before contacting anyone for personal references) and for certain positions where we feel a background check is required, we might share your personal details (Email ID) with a service third party provider who will support this.