Paul Higgins

Experience

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  Health and Safety Executive

  Jan 1986 - Jan 1989

  Analytical Chemist

  Analyzing samples/developing analytical methods for inorganic materials/metals/alloysAnalytical methods including ICP-AES.

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  British Aerospace Commercial Aircraft

  Jan 1989 - Jan 1993

  Application Engineer
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  UGS

  Jan 1993 - Jan 1999

  Application Engineer

  Held various positions in implementation and development of PDM/PLM systems for small to large implementations in UK and western United States.Highlights includeDeveloped integrations between ERP and PLM systemsRoll-out of PLM systemsPre-sales demonstrations/technical presentationsDevelopment of Visual Basic front end for PLM systemsImplementation/Training of PLM systems

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  Parametric Technology Corporation

  Jan 1999 - Jan 2002

  Business Process Consultant,Project Manager

  Various roles in the PTC consulting organization.Developed processes and ran a business to support legacy customers who needed repairs to corrupt databases (Pro/PDM).Project managed several deployments.Conducted training classes for senior consultants from PWC, Accenture, EDS etc on PDM/PLM and object oriented analysis and design.

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  Parametric Technology Corporation

  Sept 2002 - Nov 2003

  Software development manager

  Managed a medium size development office (c. 30 people) in San Diego developing visualization software for CAD data.Main duties- managed day to day for office- managed two small software development teams- evaluated new premises- managed discipline/IT infrastructure- managed escalated customer interactionsMain achievements- on joining there was no project management/development tool and poor product quality. I implemented development planning, function prioritization, documentation- delivered major release on time and with high quality and improved functionality Show less

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  UGS

  Feb 2004 - Feb 2007

  Project Manager Consultant

  General consultant working on deployments of Teamcenter Engineering at various companies both in the US and UK including 2 years at Ford.Worked on Ideas TDM to Teamcenter Migrations.Project managed migrations of large automotive diesel programs from Metaphase to Teamcenter Engineering.

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  PTC

  Feb 2007 - Jul 2022

  Managing five of PTC's largest customers and acting as their customer advocate inside PTC. Duties include- insuring smooth and efficient interactions with Technical Support, Product Management, Development and Services- single point of contact for escalation of customer issues- facilitate upgrades and updates; insuring that these were as smooth as possible- negotiate with support teams to get appropriate priority of customer issues- coordinate Technical Support resources as needed- insure customers are aware of all the services provided by the platinum team as part of their agreements and that these services were utilized (use them or lose them)Achievements- 100% renewal of all customers each time- Excellent feedback from customer contacts Show less Cloud Services Engagement ManagerCustomer advocate for insuring successful cloud implementations of PTC's Product Lifecycle Management tool Windchill. Duties include - developing project plans project plans for moving customers from on-premise PLM systems to the cloud- managing projects for successfully moving customer's to PTC's Cloud solutions- on-boarding new cloud customers and partners- insuring all technical resources are available as needed- developing on-boarding materials for the new hires.- dealing with ambiguity in a developing organization- managing escalations for Cloud customers- hosting regular meetings for Cloud customers to insure customer satisfaction with the PTC Cloud solutionsMain Achievements- Developed a new approach for a complete re-host of customer's system in secure FEDRAMP environment and successfully delivered in 7 weeks. Previously this activity had taken 3-4 months- Managed successful upgrade and cloud migration projects for many customers Show less Account Partner (AKA Technical Support Account Manager - Fellow)Managed four of PTC's largest customers and acted as their customer advocate inside PTC. Duties included- insuring smooth and efficient interactions with Technical Support, Product Management, Development and Services- single point of contact for escalation of customer issues- facilitate upgrades and updates; insuring that these were as smooth as possible- coordinate Technical Support resources as needed- insure customers were aware of all the services provided by the platinum team as part of their agreements and that these services were utilized (use them or lose them)Achievements- 100% renewal of all four customers each time- Managed large and complex upgrade for a large consumer product PTC customer- Managed PTC participation in successful multi-year complex customer PLM implementation- Excellent feedback from customer contacts- Several excellence awards from internal PTC teams Show less The main focus was the coordination of high level and complex situations where customers are facing serious challenges with PTC software.The job involved - meeting with customers in escalated situations- building/managing cross functional teams (both internal and with customers) to address critical issues- identifying/developing action plans- negotiating with internal management for resources and with customers on deliverables and dates- working with customers to CXO level to understand their issues and liaising with all areas of the PTC business eco-system such as development, marketing, services and technical support.- work on continuous improvement plans for internal escalation processes.- identify root causes and develop CAPAs- presentation of plans and status to CXO level in customers and to executive management at PTC.- management of the escalation teams in Europe (team of two escalation managers in Munich) and Asia (two direct reports in Shanghai, two dotted reports in Korea and Japan).- responsible for presenting weekly status on these regions to PTC executive management, recruiting new team members, mentoring team.- develop and deliver escalation management training to new hires- present escalation processes to all parts of PTC businessAchievements- addressed numerous escalations resulting in many large customer renewals and follow-on deals of over $1m- trained/developed/mentored many escalation managers in EU and AP- recognized as a key contributor by the PTC executive team- received several stock bonuses and awards Show less

  • Technical Support Account Manager - Account Partner

    Mar 2020 - Jul 2022

  • Customer Success Management Analyst

    May 2017 - Mar 2020

  • Cloud Services Engagement Manager

    Apr 2016 - May 2017

  • Account Partner (AKA Technical Support Account Manager - Fellow)

    Aug 2012 - Apr 2016

  • Escalation Manager/Escalation Management Coordinator EU, Technical Support

    Nov 2009 - Aug 2012

  • Technical Support Account Manager/Escalation Manager

    Feb 2007 - Nov 2009
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  Arena, a PTC Business

  Aug 2022 - Mar 2024

  Customer Success Coach

  Assisting Customers in getting the maximum benefit from Arena.

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  Plex, by Rockwell Automation

  Apr 2024 - now

  Escalation Manager

  Running and enhancing the escalation processes at Plex.