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Aspen Technology · 2 days ago

Customer Success Manager

Houston, TX

Full-time

Hybrid

Senior Level

5+ years exp

Aspen Technology is a company driven by its people, aiming to push boundaries and foster a strong community. They are seeking a Customer Success Manager to build and maintain trusted relationships with key decision makers in assigned accounts, ensuring customer satisfaction and alignment with business initiatives.

IndustrialIndustrial AutomationIndustrial ManufacturingManufacturingSoftwareSupply Chain ManagementSustainability

Hiring Manager

Wendell Johnson, PHR, SHRM-CP

Responsibilities

Owns the customer experience, journey and renewal results for your assigned enterprise and key accounts, ensuring alignment with internal stakeholders such as the sales account management, executive sponsors and cross functional counterparts

Develop and focus on customer trust and alignment for customer advocacy

Build and nurture key decision makers, influencers and senior management relationships across top accounts to solidify our partnership and commitment to the customer

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 to ensure customer retention

Uncovers and mitigates any risk that threatens the customers’ satisfaction, renewal or growth; conceive and execute risk mitigation plans by utilizing all available AspenTech resources

Collaborates with internal implementation consultants, sales account managers, and renewal representatives to develop and execute plans which ensure satisfaction, positive references, secured renewal and expansion opportunities for sales action, where appropriate. Work as part of the team to develop strategies for scaling customer engagement

Ability to effectively facilitate and lead cross-functional teams and resources; manage both with and without organization authority

Acts as a trusted advisor throughout the entire lifecycle of a customer account following the initial sale through successful adoption and ultimately renewal

Proactive review of customer health indicators, customer contact and on-site visits to perform high level Executive Business Reviews with key stakeholders, user group meetings, Road Maps, etc., to improve relationship and plan strategically with customers to help them meet their objectives through the use of our products and services

Delivers product insight and strategy advice for sales enablement, communication, competency development and training initiatives

Responsible for nurturing assigned account base into long term strategic partnerships and adoption of solutions

Qualification

Customer Relationship ManagementProject ManagementBusiness AcumenCommunication SkillsAgilityTime ManagementOrganization SkillsAttention to DetailRelationship BuildingSelf-Motivation