Sr Manager, Customer Support and 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
* 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.
* Be a positive role model for AspenTech's core values and leadership principles
* 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
* 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
* 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
* Work as a member of the CS&T global management team to ensure departmental metrics are achieved
* Provide feedback and recommendations for how to create a great employee experience and work environment
* Strong ability to market successes throughout the organization and through the customer base
What You'll Need
* Bachelor's Degree or equivalent technical degree is preferred, e.g. Engineering or Computer Science related but other degrees will be considered with experience
* 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
* Excellent communication, coaching and leadership skills
* Strong customer service skills
* Ability to influence and persuade stakeholders
* Create and deliver presentations to customers and the Sr Management team
* Clear and concise written and verbal communications
* Proactively seek ways so team can contribute to AspenTech's growth
* Performance management of staff. Strong hiring, retention, coaching and career development skills
* Be able to demonstrate critical thinking with strong analytic and problem-solving 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%)