AspenTech
Manager,CustomerSupport&Training(ExpManagingaTechnicalTeam)
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optimal for Mid candidates.
“Manager, Customer Support & Training (Exp Managing a Technical Team) at AspenTech. Skills: Manage a team of Technical Consultants, customer support, customer training. leading and managing a team of Technical Engineers. ensure effective collaboration and engage the team to achieve/exceed goals”
What You'll Achieve.
achieve/exceed goals; departmental metrics are achieved
Industry & Context.
analytic and problem-solving skills; Make quick and sound decisions about how to handle critical problems
Occasional international travel is required (5-10%)
What They're Looking For.
Must Have
Minimum of five years relevant work experience in a technical field, Proven experience as an effective people manager and supporting a team, Excellent communication and leadership skills, decision-making and customer service skills, Be able to demonstrate critical thinking with analytic and problem-solving skills
Nice to Have
Bachelor’s Degree or equivalent in a technical field is preferred, e. g. Engineering or Computer Science related, Additional consideration for experience with Aspen’s proprietary software
What You'll Do.
leading and managing a team of Technical Engineers
ensure effective collaboration and engage the team to achieve/exceed goals
performance management
provide timely and expert customer support
resolve a wide range of product usage and application issues
handle critical problems that impact customer’s operating plants
Drive escalation and resolution of high impact customer issues
Supervise day-to-day operations
training new employees
Ensure delivery excellence of public and on-site customer training
Proactively promote AspenTech’s training services
ensure departmental metrics are achieved
How You'll Work.
Team & Collaboration
ensure effective collaboration; Work as a member of the CS&T global management team
Communication Scope
Excellent communication skills
Full 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 — 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) is a key leadership role and is vital to ensuring customer success. The role is responsible for leading and managing a team of Technical Engineers who specialize in our Manufacturing and Supply Chain suite of products. The manager will proactively ensure effective collaboration 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, chat 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 AspenTech’s training services * Work as a member of th
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