Manager, Customer Support and Training

4 weeks ago

Singapore Aspen Technology Full time

Join to apply for the Manager, Customer Support and Training role at Aspen Technology .

The driving force behind our success has always been the people of AspenTech. What drives us is our aspiration, desire, and ambition to continually push the boundaries, overcome hurdles, and challenge the status quo to find better solutions. You will experience these qualities—passion, pride, and aspiration—in various ways, including career development programs, community service projects, and social events that foster fun and relationship building across our global community.

The Role

The Manager, Customer Support & Training (CS&T) for South East Asia and Australia is a key leadership role vital to ensuring customer success. The role involves leading and managing a team of Technical Consultants who are specialists in our products. The manager will foster effective collaboration with cross-functional teams and motivate the team to achieve or exceed goals.

Your Impact
  • Manage a team of Technical Consultants providing customer issue resolution, pre-sales presentations, and customer training, including recruitment, performance management, and career development.
  • Act as a positive role model for AspenTech's core values and leadership principles.
  • Ensure Technical Consultants deliver timely and expert support to resolve product usage and application issues via remote support and occasional on-site visits.
  • Make quick, sound decisions for critical problems impacting customer operations that cannot be resolved through normal support practices.
  • Drive escalation and resolution of high-impact customer issues through AspenTech's processes.
  • Supervise daily operations, including direct customer interfacing and training new employees.
  • Ensure the delivery of high-quality public and on-site customer training.
  • Proactively promote and drive AspenTech's training services.
  • Collaborate as part of the CS&T global management team to meet departmental metrics.
  • Partner strategically with the Telesales team to deliver pre-sales consulting for potential customers from Telesales leads.
What You'll Need
  • Proven effective people management experience.
  • Excellent communication and leadership skills.
  • Strong decision-making abilities.
  • Experience in a technical support role, preferably in software support within the petroleum, petrochemical, or engineering industries.
  • Bachelor's Degree or equivalent in a technical field, e.g., Engineering or Computer Science.
  • Strong customer service skills.
  • Willingness to travel internationally occasionally (5-10%).
  • Critical thinking, analytical, and problem-solving skills.
  • Experience with Aspen's proprietary software is a plus.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industry: Software Development
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