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Aspen Technology, Inc. Director, Customer Success in Beijing, China

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

AspenTech is a leading supplier of software that optimizes process manufacturing – including oil and gas, petroleum, chemicals, pharmaceuticals and other industries that manufacture and produce products from a chemical process. With integrated aspenONE solutions, process manufacturers can implement best practices for optimizing their engineering, manufacturing and supply chain operations. As a result, AspenTech customers are better able to increase capacity, improve margins, reduce costs and become more energy efficient. In addition, the launch of the Asset Performance Management (APM) suite supports corporate reliability initiatives, taking an analytics-driven approach to asset availability. It combines deep process modeling expertise with real time big data to extend asset life and effectiveness. APM enables you to accurately predict and eliminate the root cause of all failures, so the only downtime you experience is the downtime you plan.

The Director of Customer Success Management will be responsible for building and maintaining strong, high level (i.e. C-level, Business Decision Makers) trusted advisor relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI tied to customer business initiatives, leading to strong renewals and solution growth opportunities. We are looking for a passionate and experienced individual; able to help a portfolio of customers reach their business transformation by leveraging our solutions. This person will achieve this by creating trusted C-Level relationships, providing technology, governance and adoption insights and industry thought leadership. Director of Customer Success Management must align our success with customer business initiatives by possessing an unrivaled sense of autonomy, ownership, and dedication to helping each customer understand their level of maturity through a value framework process.

Your Impact

Your Impact:

  • Owns the adoption and renewal results for a set of defined accounts.

  • Focus on customer intimacy - deliver business impact and innovation to a customer's business by truly understanding our customers' key business issues and opportunities.

  • Build and nurture C-level, Business Decision Makers 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.

  • Manage Customer Success Managers that have the same responsibilities.

What You'll Need

What You'll Nee:

  • 10-15 years of professional experience with at least 5 years of experience in Sales Account Management or Client Services managing multi-million dollar portfolios.

  • Experience at working with senior and executive management at the “C” level.

  • Proven ability to effectively facilitate and lead cross-functional teams and resources.

  • A verifiable track record of consistently meeting and exceeding revenue goals.

  • Exceptional business acumen with Aspen Technology firm grasp of how business works, including sales, consultative, problem solving, and issue resolution skills.

  • Skilled at building relationships with key decision makers and influencers within an account.

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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