Aspen Technology, Inc. Contracts Administrator 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.
As a member of the Customer Entitlement Team in our Customer Support & Training organization, you will be responsible for processing customer software license changes and upgrade requests by reviewing software license agreements, verifying entitlement and submitting orders for distribution fulfillment. The Contracts Administrator/Customer Records Specialist plays a critical role in our high-touch customer service model; and is required to interact with internal and external customers and work closely with cross functional teams in Sales, Customer Care, Finance and Order Operations. You will also have responsibility for SMS contract renewals for AspenTech's worldwide customers. You will drive the process from quote creation through quote acceptance and purchase order receipt. This position is based in our Bedford, MA headquarters.
Creating and updating quotes in the Oracle Quoting module, including attaching required documents to the Oracle Quote.
Verifying that source documents/applications used to draft the quote have identical information and that all related documents accurately capture information from the source
Notifying Sales, Customer Advocates and Token Administrators when information needed to create the quote is missing
Acting as an expert advisor to the Sales organization, Token Administrators and Customer Success Managers on various matters related to quoting of non-revenue orders
Review software license agreements, software maintenance and support entitlements (SMS) and credit history to confirm customer entitlement and credit worthiness for license change requests or product upgrade requests received from our worldwide customers and partners.
Adhere to all corporate policies and standards for verifying customer entitlement, credit status and order processing
Enter new orders into our Order Entry system and submit to Distribution fulfillment using established business processes and within standard metrics
Work closely with cross functional teams in Sales, Customer Care, Finance and Order Operations to expedite the processing of customer orders to meet our standard for service excellence
Proactively communicate with and provide status updates to internal stakeholders and external customers regarding pending orders
Document all communications and actions for each request in our Incident tracking CRM system
Generate management performance reports as well as customer intelligence reports for orders
Handle overflow of Customer Care related work
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
Participate in other group projects and assignments as required
What You'll Need
2+ years of customer support experience in a fast-paced high-tech environment
College Degree required
Excellent customer service and interpersonal skills
Exceptional written and verbal communication skills
Strong attention to details and organizational skills
Demonstrated ability to handle multiple priorities
Ability to work under tight deadlines
Ability to work well with limited supervision
Strong knowledge and experience in using MS Office tools such as Word and Excel
Experience in using database driven business applications such as CRM, Order and Financial systems
Strong attention to detail and organizational skills
Strong business acumen
Some overtime may be required
AspenTech is an equal opportunity employer.
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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recruitment information such as your application form and resume, references, qualifications and membership of any professional bodies and details of any pre-employment assessments;
your contact details and date of birth;
your marital status and family details;
your identification documents including passport and driver's license and information in relation to your immigration status and right to work with us;
information about your contract of employment (or services) including start and end dates of employment, role and location, working hours, details of promotion, salary (including details of previous remuneration), pension, benefits, and holiday entitlement;
your racial or ethnic origin;
any criminal convictions and offences.