Manager, Customer Support and Training

5 months ago

Mumbai, India Aspen Technology Full time

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 Support Engineers who are specialists in our Subsurface & Science Engineering product suite. The manager will proactively ensure effective collaboration and engage the team to achieve/exceed goals.

Your Impact

Manage a team of Technical Support Engineers who are providing customer issue resolution, pre-sales presentations and customer training - this includes recruitment, performance management, and career development.  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, primarily through remote telephone, chat, and e-mail support but also through occasional on-site visits.  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. Monitors Customer Satisfaction survey responses with appropriate follow-up to staff and customers. Works with key relationships to continually improve customer experience as required. Work as a member of the CS&T global management team to ensure departmental metrics are achieved.  Collaborates with other AspenTech functions to maintain and develop business opportunities.

What You'll 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.  Ability to follow through on commitments and make sure others do the same. 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. Travel is usually less than 20% and may occasionally be international.  #LI-RK1

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