Customer Support and Training Team Lead
2 weeks ago
As a Manager, Customer Support and Training at AspenTech, you will be responsible for leading and managing a team of Technical Support Engineers who specialize in our Subsurface & Science Engineering product suite.
The RoleThis key leadership position is vital to ensuring customer success. The manager will proactively ensure effective collaboration and engagement with the team to achieve/exceed goals.
- Manage a team of Technical Support Engineers who provide customer issue resolution, pre-sales presentations, and customer training.
- Be a positive role model for AspenTech's core values and leadership principles.
- Ensure adherence to contractual obligations and communicate potential gaps to management.
- Track and provide timely reporting KPIs for forecasting, operations, financial, and corporate requirements.
- Ensure Technical Support Engineers provide timely and expert customer support to resolve a wide range of product usage and application issues for AspenTech customers.
- Drive escalation and resolution of high-impact customer issues through AspenTech's defined processes.
- Supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees.
- Ensure delivery excellence of public and on-site customer training.
- Proactively promote AspenTech's training services.
- Monitor Customer Satisfaction survey responses with appropriate follow-up to staff and customers.
To be successful in this role, you will need:
- Minimum 5 to 8 years of relevant work experience in a technical field, preferably software support for the Upstream industry.
- Proven 2 – 3 years of experience as an effective people manager.
- Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
- Strong decision-making and customer service skills.
- Ability to influence and persuade stakeholders.
- Ability to proactively work out and seek ways so the team can contribute to AspenTech's growth.
- Performance management of staff.
- Strong hiring, retention, coaching, and career development skills.
- Ability to demonstrate critical thinking with strong analytic and problem-solving skills.
- Ability to travel (less than 20% of the time).
AspenTech is a company driven by passion, pride, and aspiration to continually find a better way. We offer a rich set of career development programs and support community service projects, social events that foster fun and relationship building across our global community.
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