Manager, Customer Support And Training
vor 18 Stunden
The driving force behind our success has always been the people of AspenTech.
What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way.
You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.
The Role
The Manager, Customer Support & Training (CS&T) is a key leadership role and is vital to ensuring customer success.
The role is responsible for leading and managing a team of Technical Consultants who are specialists in our Manufacturing and Supply Chain suite of products.
The manager will proactively ensure effective collaboration and engage the team to achieve/exceed goals.Your Impact
Manage a team of Technical Consultants who are providing customer issue resolution, pre-sales presentations and customer training - this includes recruitment, performance management, and career developmentBe a positive role model for AspenTech's core values and leadership principlesEnsure Technical Consultants provide timely and expert customer support to resolve a wide range of product usage and application issues for AspenTech customers, primarily through remote telephone, chat and e-mail support but also through occasional on-site visitsMake quick and sound decisions about how to handle critical problems that impact customer's operating plants but are not solvable by normal support practicesDrive escalation and resolution of high impact customer issues through AspenTech's defined processesSupervise day-to-day operations, including interfacing directly with customers as needed, and training new employeesEnsure delivery excellence of public and on-site customer trainingProactively promote AspenTech's training servicesWork as a member of the CS&T global management team to ensure departmental metrics are achievedWhat You'll Need
Proven experience as an effective people managerExcellent communication and leadership skillsStrong decision-making skillsMinimum of five years relevant work experience in a technical field, preferably software support for the petroleum, petrochemical, or engineering industries.Bachelor's Degree or equivalent in a technical degree is preferred, e.g.
Engineering or Computer Science relatedStrong customer service skillsBe able to demonstrate critical thinking with strong analytic and problem-solving skillsAdditional consideration for experience with Aspen's proprietary softwareOccasional international travel is required (5-10%)
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