Sr Manager, Customer Support & Training

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

Be part of an industry-leading team! Aspen Technology, Inc. is a global leader in Manufacturing & Supply Chain software. We constantly drive innovation in our products to remain the industry leading engineering technology company for the process industries.

We are seeking a Senior Manager to lead our DataWorks Customer Support team. The ideal candidate should have a solid understanding of management principles and be able to learn technical concepts quickly. The candidate should be an innovative thinker, demonstrate high initiative, have great communication/coaching skills and work to the highest ethical standards.

The Senior Manager is a key leadership role; vital to ensuring customer success. The Senior Manager is responsible for leading and managing a team of Technical Consultants who are specialists in our advanced technology.

Your Impact

• Supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees
• Strong ability to market successes throughout the organization and through the customer base
• Manage a team of technical experts who provide customer issue resolution, pre-sales presentations and customer training - this includes recruitment, performance management, and career development
• Act as a coach and mentor to new hires. Help employees in all stages of their careers achieve their career goals.
• Provide feedback and recommendations for how to create a great employee experience and work environment
• Proactively promote AspenTech’s training services
• Ensure 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 visits
• Ensure delivery excellence of public and on-site customer training
• Make quick and sound decisions about how to handle critical problems that impact customer’s operating plants that are not solvable by normal support practices
• Drive escalation and resolution of high impact customer issues through AspenTech’s defined processes
• Work as a member of the CS&T global management team to ensure departmental metrics are achieved
• Be a positive role model for AspenTech’s core values and leadership principles

What You'll Need

• Strong customer service skills
• Excellent communication, coaching and leadership skills
• Additional consideration for experience any of Aspen’s proprietary software, especially AspenTech’s DataWorks software suite.
• Occasional domestic and international travel may be required (5-10%)
• Be able to demonstrate critical thinking with strong analytic and problem-solving skills
• Create and deliver presentations to customers and the Sr Management team
• Ability to influence and persuade stakeholders
• Clear and concise written and verbal communications
• Proactively seek ways so team can contribute to AspenTech’s growth
• Minimum of five years relevant work experience in a technical field, preferably software support for the petroleum, petrochemical, or chemical industries
• Proven experience as an effective people manager
• Performance management of staff. Strong hiring, retention, coaching and career development skills
• Bachelor’s Degree or equivalent technical degree is preferred, e.g. Engineering or Computer Science related but other degrees will be considered with experience

AspenTech is an Equal Opportunity/Affirmative Action employer. AspenTech does not discriminate against employees or applicants on the basis of age, race, color, religion, creed, ancestry, sex, sexual orientation, gender identity or expression, pregnancy or related conditions, marital status, familial status, national origin, disability, medical condition, genetic information, military service or protected Veteran Status or any other basis protected by applicable federal, state, or local law.