Customer Success Manager

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 RoleThe Customer Success Manager (CSM) is responsible for building and maintaining strong, high level (i.e. key decision makers, influencers and senior management) 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 APM solutions. This person will achieve this by creating trusted relationships, providing technology, governance and adoption insights and industry thought leadership.Customer Success Managers must align our success with customer business initiatives by possessing an unrivaled sense of autonomy, ownership, and dedication to helping each customer adopt our solutions into their day to day activities ensuring customer reaches their business objectives, understanding their level of maturity, and adjusting the plan accordingly.Your Impact

• Owns the customer experience, journey (adoption and value capture) and renewal results for your assigned accounts.
• Focus on customer intimacy.
• Deliver business impact and innovation to a customers business by truly understanding our customers key business issues and opportunities.
• Build and 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
• Able to manage and coach our customer in the usage of our Mtell and Fidelis solutions for our customer if needed, and support customer in adopting the usage into their team.
• Coach and support our customer in the development of their dashboards for ensuring continue KPI follow up and business results.
• Proactive customer contact and on-site visits to perform Executive Business Reviews, user group meetings, Road Maps, workflows, 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.
• Document success use cases, product enhancement requirements and training improvements for improving user experience and customer success.
• 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.

• Bachelor?s Degree in Process/Chemical/Mechanical Engineering is required.
• 5-8 years of professional experience working in the process industry.
• 3+ years of experience in Reliability/ Process / Project Management / Customer Success Management.
• 2-5 years of experience in using Asset Performance Mgmt. solutions or similar software suites used in Process Industries is beneficial.
• Excellent communication skills, both written and verbal.
• A verifiable track record of consistently meeting and exceeding revenue goals or business objectives.
• Proven ability to effectively facilitate, lead cross-functional teams and project manage.
• Skilled at building relationships with key decision makers, influencers, and senior management within an account.
• Availability to travel across Europe and Mena regions.
• Strong self-motivation, agility, and business acumen.
• Fluent English and Arabic

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