PTC has the most robust Internet of Things technology in the world. In 1986 we revolutionized digital 3D design, and in 1998 were first to market with Internet-based PLM. Now our leading IoT and AR platform and field-proven solutions bring together the physical and digital worlds to reinvent the way you create, operate, and service products. With PTC, global manufacturers and an ecosystem of partners and developers can capitalize on the promise of the IoT today and drive the future of innovation. We are headquartered in Needham, MA. Get more information at www.ptc.com.
Director, Voice of the Customer
PTC Customer Success is a team of experts focused on partnering with customers to unlock the full value of their software investments throughout their journey. A cornerstone to customer success is a positive customer experience and tailoring our activities to the needs and desires of target customers. In this highly visible role, the Director, VoC will advocate for the voice of the customers and influence PTC organizations in prioritizing initiatives that will improve the customer experience. This person will have the opportunity to drive transformation within the organization and across PTC.
Principal Duties and Responsibilities:
· Work with our customers and find creative ways to humanize the customers, make them real, create Customer Stories that will drive actions within PTC to address their challenges with products and experience.
· Improve PTC’s ability to understand the customer experience, drive continuous improvement, and to generate customer satisfaction and loyalty.
· Develop repeatable processes for listening to customers across the different levels of a voice of the customer program like relationship tracking, interaction monitoring or continuous listening.
· Lead an international team of experts that oversee programs and initiatives that monitor, control and continuously improve our customer listening path.
· Work cross functionally with PTC organizations to understand customer need insights, will prioritize them and share results with our senior leadership.
· Recruit, hire, and develop top talents in order to build and sustain a highly trained, motivated, and effective Voice of the Customer team.
· Expand Voice of the Customer programs – leveraging NPS surveys and data trends to drive customer experience improvement initiatives, shape performance management and incentive plans for Customer Success Professionals, and create Customer Success references.
· Research and leverage industry best practices and state of the art tools to benchmark PTC Voice of the customer against industry leaders in Customer Experience and further develop continuous improvement campaigns.
· Provide regular Executive updates to Customer Success on Voice of the Customer programs and initiatives, including scorecards, risk mitigation steps, and roadmap outlook.
· Develop and document standard operating procedures and governance models for the continuous improvement of customer feedback.
Preferred Qualifications:
· 3-5 years of experience in Customer Advocacy or/and Customer Experience
· Software sales or delivery experience in a subscription or SaaS environment
· Experience building and leading customer facing teams by attracting, recruiting, training and managing the most talented individuals
· Ability to work effectively with a wide range of decision-makers, from technical to marketing to sales individuals, strong diplomacy skills
· BS/BA Required - MBA is a plus
For more information, or to apply, please follow this link; http://bit.ly/2hlZJGr
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
We are looking to add strong candidates that uphold the PTC Core Values and are eager to grow and develop their careers with us. If you share these values and enjoy a work environment that is fast paced, hands on, and results oriented, then PTC is the place for you.
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:
• Retirement Savings Plan with Company Match
• Healthcare and Dental insurance
• Paid Time Off and Sick Time
• Birthday Day-off
• Tuition Reimbursement (Canada, India, Israel, US)
• Holiday Pay
• Employee Referral Program
• Management and Employee Training Development
• Other Regional-specific Benefits
View PTC’s benefits at: https://PTCbenefits.hrintouch.com (Username: Guest2 – Password: GuestUser5694)
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.
Corporate Headquarters:
PTC
140 Kendrick Street
Needham, MA 02494
www.ptc.com
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