Aspen Technology, Inc. Associate Manager, Customer Entitlement in Bedford, Massachusetts
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.
AspenTech is a leading provider of award-winning Asset Optimization solutions. AspenTech's integrated aspenONE(TM) solutions enable process industries to reduce costs, increase capacity, and maximize profitability through the end-to-end solutions in Engineering, Manufacturing and Supply Chain, and Asset Performance Management. For more information, visit www.aspentech.com.
This position is responsible for software maintenance and support contract renewals, university academic license agreements, and customer services covering customer access and contract entitlement issues, including non-revenue software shipments, software license key rehosts and rebalances/remixes, usage log collections, etc.
This position is based in AspenTech’s Bedford, MA headquarters, reporting to Manager, Customer Care.
Supervise, coach and train a team on the following main responsibility areas:
Customer entitlement verification and processing of non revenue shipments (via Salesforce and Oracle)
Contracting process for AspenTech University Academic License Program
Software Maintenance and Support contract renewal process
For the Software Maintenance and Support (SMS) contract renewals, manage the activities include the following:
Research software license agreements, renewal history and identify upcoming SMS contract renewals
Create SMS contract renewal Quotes and send them for customer review
Follow-up with the customers to ensure their acceptance of the Quotes and submission of corresponding purchase orders to meet our renewal metrics
Work closely with the customers to address their concerns and questions while using the escalation and approval chain to obtain needed help and approvals for any changes
Collaborate with internal AspenTech resources (e.g. Sales Account Manager, Customer Advocates, Support Operations, Entitlement/Commercial group, and Finance) to expedite closure of Quotes
Document all external and internal communications as well as action plans for each pending SMS renewal Quote, using the Quote tracking form in the Customer Service CRM system
Maintain the accuracy of the support entitlement data in the Customer Services CRM database
Assist in resolving SMS invoice collection issues related to your assigned accounts
Create and provide operational reports to management
Create and provide performance reports to management
Participate in other projects and assignments as required
What You'll Need
College Degree/diploma required
7+ years of work experience in a fast-paced high-tech environment
2+ years of people management experience preferred
Excellent customer service skills and a strong passion for customer service
Exceptional written and verbal communication skills
Strong attention to detail and organizational skills
Demonstrated ability to handle multiple priorities
Ability to work well with limited supervision and within a dynamic team
Strong proficiency in MS Office tools such as Word, Excel and Outlook
Experience in using database-driven business applications (e.g. Financial and CRM applications)
Prior experience in managing and selling software maintenance services contracts a plus
While our impact on the world is big, we offer many of the advantages of a smaller organization. Every employee has a real opportunity to make important contributions that directly benefit our customers and drive our success.
AspenTech is thriving, thanks to our relentless focus on innovation and the dedication of our team of world-class experts who speak more than 10 languages and work in 30 different offices worldwide.
AspenTech is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran Status or any other basis protected by federal, state, or local law.
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