Manager, Customer Support

2 weeks ago

Singapore Aspen Technology Full time

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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
  • 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
  • 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
Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Customer Service
  • Industries Software Development

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