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Sr Manager, Customer Success
2 weeks ago
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 Senior Manager, Customer Success is responsible for building and maintaining strong, high level (i.e. key decision makers, influencers and senior management) trusted advisor relationships within assigned accounts ensuring high levels of customer satisfaction and ROI tied to business initiatives, leading to positive references, secure renewals and engagement in user group activities. We are looking for a passionate and experienced individual, able to help a portfolio of customers achieve their business goals by leveraging our solutions and collaborating with the broader internal AspenTech team to actively support customer objectives and proactively resolve risks. Sr. Managers, Customer Success must be results driven and align our success with customer business initiatives by possessing an unrivaled sense of ownership, collaboration, drive for resolution, and dedication to helping each customer.
Your Impact
- Owns the customer experience, journey and renewal results for your assigned enterprise and key accounts, ensuring alignment with internal stakeholders such as the sales account management, executive sponsors and cross functional counterparts.
- Develop and focus on customer trust and alignment for customer advocacy.
- Build and nurture key decision makers, influencers and senior management relationships across top accounts to solidify our partnership and commitment to the customer.
- Understands the customers’ business environment, challenges and opportunities, and aligns AspenTech’s initiatives with the customers’ initiatives, ultimately, aligning AspenTech’s success to the customers’ business initiatives to ensure customer retention.
- Uncovers and mitigates any risk that threatens the customers’ satisfaction, renewal or growth; conceive and execute risk mitigation plans by utilizing all available AspenTech resources.
- Collaborates with internal implementation consultants, sales account managers, and renewal representatives to develop and execute plans which ensure satisfaction, positive references, secured renewal and expansion opportunities for sales action, where appropriate. Work as part of the team to develop strategies for scaling customer engagement.
- Ability to effectively facilitate and lead cross-functional teams and resources; manage both with and without organization authority.
- Acts as a trusted advisor throughout the entire lifecycle of a customer account following the initial sale through successful adoption and ultimately renewal.
- Proactive review of customer health indicators, customer contact and on-site visits to perform high level Executive Business Reviews with key stakeholders, user group meetings, Road Maps, etc., to improve relationship and plan strategically with customers to help them meet their objectives through the use of our products and services
- Delivers product insight and strategy advice for sales enablement, communication, competency development and training initiatives.
- Responsible for nurturing assigned account base into long term strategic partnerships and adoption of solutions.
What You'll Need
- Bachelor’s Degree in a business or engineering related field, or equivalent relevant experience.
- 10+ years of experience in Customer Relationship Management / Customer Success Management / Project Management or equivalent relevant experience.
- Professions experience working in the engineering and construction sector of the process industries.
- Excellent communication skills, both written and verbal.
- Excellent project management, time management skills, organization skills, and attention to detail.
- A verifiable track record of consistently meeting and exceeding financial goals or business objectives.
- Proven ability to effectively facilitate, lead cross-functional teams and project manage.
- Experience with managing multi-million-dollar portfolios preferred.
- Skilled at building relationships with key decision makers, influencers and senior management within an account.
- Strong self-motivation, agility and business acumen.
- Travel up to 25%
- Fluent English Speaker
