Manager, Customer Support & Training

The Role

The Manager, Customer Support & Training (CS&T) for South East Asia and Australia 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 products. The manager will proactively ensure effective collaborations with cross functions 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 development
• 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 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 but 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 and drive AspenTech’s training services
• Work as a member of the CS&T global management team to ensure departmental metrics are achieved
• Work as a strategic partner of Telesales team and deliver pre-sales business consulting to AspenTech’s potential customers for leads which originate from the Telesales organization

What You’ll Need

• Proven experience as an effective people manager
• Excellent communication and leadership skills
• Strong decision-making skills
• 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 related
• Strong customer service skills
• Occasional international travel is required (5-10%)
• Be able to demonstrate critical thinking with strong analytic and problem-solving skills
• Additional consideration for experience with Aspen’s proprietary software