Customer Success Associate
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What you'll do
- Respond to inbound customer inquiries through email and case management systems.
- Deliver timely, professional, and accurate responses.
- Own customer communications through resolution or appropriate handoff.
- Maintain detailed records of customer interactions.
- Assist customers with renewal-related questions.
- Support cancellation, contraction, and downsell requests.
- Provide renewal dates and subscription information.
- Coordinate invoice requests prior to renewal.
- Route complex retention situations to the appropriate teams.
- Assist with billing-related inquiries, including invoice copies, payment receipts, invoice revisions, purchase order updates, company name changes, billing contact updates, refund requests, and payment method changes.
- Assist customers with account maintenance and administrative tasks.
- Guide customers through user management, company ownership changes, company profile updates, email address updates, access and login issues, and general account questions.
What they're looking for
- 1-3 years of experience in Customer Success, Customer Support, Account Management, or similar customer-facing roles.
- Exceptional written and verbal communication skills.
- Strong customer empathy and problem-solving abilities.
- Highly organized with strong attention to detail.
- Ability to manage multiple customer requests simultaneously.
- Experience using CRM and support systems such as Salesforce, Zendesk, or similar platforms.
- Self-starter with a continuous improvement mindset.
Nice to have
- CAD, SaaS, or engineering software experience is a plus but not required.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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 Customer Success Associate (CSA) is the primary Customer Success point of contact for a large number of smaller Onshape customers who do not have a dedicated Customer Success Manager. The CSA provides these customers with a responsive, consistent, and high-quality experience at scale, helping them navigate questions, resolve issues, and successfully manage their relationship with Onshape.
The CSA ensures these customers receive a responsive, high-quality experience whenever they need assistance. This role owns inbound customer requests across subscription and renewal questions, billing, account administration, product and support navigation, and other general customer needs—either resolving the request directly or connecting the customer with the right Onshape team.
The CSA plays an important role in customer satisfaction and retention by making it easy for customers to get answers, solve problems, and successfully do business with Onshape. The ideal candidate is highly responsive, organized, customer-focused, and comfortable managing a high volume of customer interactions while balancing empathy, urgency, and problem-solving.
Responsibilities
Customer Support & Case Management
Respond to inbound customer inquiries through email and case management systems.
Deliver timely, professional, and accurate responses.
Own customer communications through resolution or appropriate handoff.
Maintain detailed records of customer interactions.
Renewal & Subscription Inquiries
Assist customers with renewal-related questions.
Support cancellation, contraction, and downsell requests.
Provide renewal dates and subscription information.
Coordinate invoice requests prior to renewal.
Route complex retention situations to the appropriate teams.
Billing & Administrative Requests
Assist with billing-related inquiries, including:
Invoice copies
Payment receipts
Invoice revisions
Purchase order updates
Company name changes
Billing contact updates
Refund requests
Payment method changes
Account Management Support
Assist customers with account maintenance and administrative tasks.
Guide customers through:
User management
Company ownership changes
Company profile updates
Email address updates
Access and login issues
General account questions
Growth Opportunity Identification
Recognize and route expansion opportunities.
Identify customer interest in:
Additional subscriptions
Advanced Studios
API capabilities
Other premium products and services
Coordinate with Sales teams on qualified opportunities.
Technical Request Triage
Guide customers to the appropriate support resources.
Assist with support ticket creation.
Escalate technical issues to Technical Services when necessary.
Ensure customers understand next steps and ownership throughout the process.
Process Improvement
Identify recurring customer issues and trends.
Recommend improvements to workflows, documentation, and customer resources.
Contribute to knowledge base and process documentation updates.
Key Performance Indicators
Gross Retention for this customer segment
First response time
Case resolution time
Customer satisfaction (CSAT)
Case volume managed and backlog size
SLA attainment
Opportunity identification and handoff rate
Renewal inquiry resolution rate
Renewal risk escalations identified
Qualifications
1-3 years of experience in Customer Success, Customer Support, Account Management, or similar customer-facing roles.
Exceptional written and verbal communication skills.
Strong customer empathy and problem-solving abilities.
Highly organized with strong attention to detail.
Ability to manage multiple customer requests simultaneously.
Experience using CRM and support systems such as Salesforce, Zendesk, or similar platforms.
Self-starter with a continuous improvement mindset.
CAD, SaaS, or engineering software experience is a plus but not required.
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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Company
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