Job Description

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 xe2x80x94 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 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 AspenTechs 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 customers operating plants but are not solvable by normal support practices
• Drive escalation and resolution of high impact customer issues through AspenTechs 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 AspenTechs 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 AspenTechs potential customers for leads which originate from the Telesales organization

• 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
• Bachelors 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 Aspens proprietary software