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 Director, Customer Success is responsible for building and leading a team of high performing Customer Success Managers (CSM). This person must have a strong track record on team leadership and maintaining strong high level (i.e. key decision makers, influencers and senior management) trusted advisor relationships. The Director owns the overall regional customer success performance, ensuring high levels of customer satisfaction and through team work, achieve strong renewals results.
Your Impact
- Owns the regional CSM accounts performance –customer experience, journey (adoption and value capture) and renewal results for your assigned accounts.
- Focus on collaboration, team work and orchestrating company’s resources to drive customer successes.
- Demonstrate and lead the team to collectively and consistently deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities.
- Demonstrate and lead the team to build, nurture key decision makers, influencers and senior management relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper.
- 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.
- Acts as a trusted advisor throughout the entire lifecycle of a customer account following the initial sale through successful adoption and ultimately renewal with growth.
- Ensure our solutions are understood that results in an increase in customer adoption and customer satisfaction
- Proactive customer contact and on-site visits to perform Executive Business Reviews, user group meetings, Road Maps, etc., to improve relationship and plan strategically with customers to help them meet their sales productivity objectives through the use of our products and services
- Collaborates with internal implementation consultants, sales account managers, and renewal representatives to develop and execute account plans, and initiate renewal and expansion opportunities to generate new revenue. Work as part of the team to develop strategies for scale and growth.
- Ability to effectively facilitate and lead cross-functional teams and resources; manage both with and without organization authority.
- Delivers product insight and strategy advice for sales enablement, communication, and training initiatives.
- Uncovers and mitigates any risk that threatens your Customers’ growth, satisfaction, or renewal; conceive and execute risk mitigation plans by utilizing all available AspenTech resources.
- Responsible for nurturing assigned account base into long term strategic partnerships while increasing customer usage and adoption of solutions
What You'll Need
- Bachelor’s Degree in Process/Chemical Engineering is preferred.
- Experience managing a team.
- 8+ years of professional experience working in the process industry
- 8+ years of experience in Pre-Sales / Customer Relationship Management / Customer Success Management.
- 5+ years of experience in using AspenTech’s Engineering, Manufacturing solutions or similar software suites used in Process Industries is preferred.
- Proven ability to effectively facilitate, lead cross-functional teams and project manage.
- Excellent communication skills, both written and verbal.
- A verifiable track record of consistently meeting and exceeding revenue goals or business objectives.
- Experience with managing multi-million dollar portfolios.
- Skilled at building relationships with key decision makers, influencers and senior management within an account.
- Strong self-motivation, agility and business acumen.
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