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Director, Customer Support

4 weeks ago

Medina, Al Madīnah al Munawwarah, Saudi Arabia Arpatech Full time

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

This position is responsible for leading a global organization of 50+ technical professionals located in certain customer support centers and geographies to deliver technical support and training services to customers in certain region(s) and on certain technology domains. The organization's mission is to help the customers maximize the value from their AspenTech software solutions by providing them with consultative support and competency development program, while delivering top-rated customer experience. The Director position works with VP Customer Support to set the group's directions, strategies, and deliverables to support AspenTech corporate strategies and makes sure deliverables are executed with quality and speed.

Your Impact
  • Lead a team of technical professionals to deliver the best-in-class customer support to the regions or technology areas the position is responsible for. Ensure the team meets the operation KPIs and the customer satisfaction KPIs.
  • Lead the team to deliver training and competency development outcomes to our customers, including in-person and virtual classes, certification programs, etc while meeting the training revenue target.
  • Serve as a management escalation point for customers or internal organizations to raise customer satisfaction issues. Define actions and improvement plans to address the customer satisfaction issues not only on particular cases, but holistically.
  • Drive cross functional collaboration to eliminate customer satisfaction issues at the root cause level.
  • Work with VP Customer Support and Training to design and manage staffing models and plans that fulfill the support and training delivery requirements with an optimized cost structure. The staffing plan will include technical support service coverage and training instructors.
  • Run an efficient operation and find ways to control/cut costs - through innovation, work process optimization, and staffing training. Develop and execute the entire strategy around an efficient, scalable, high-performing customer support and training team running across multiple locations and time zones.
  • Cultivate a team environment that values skills and talents while process and metrics driven.
  • Deliver world class technical support superior to our competitions and measurable through performance metrics and customer satisfaction feedback.
  • Promote an innovative culture that constantly looks for improvement. Drive improvement beyond the customer support and training team, specifically product development strategy which can improve our customer satisfaction and our market position, therefore complimenting the improvement of support metrics.
What You'll Need
  • A minimum of 4 years of Manager/Sr Manager experience and a minimum of 6 years of experience in managing a customer facing organization of technical consultants such as Customer Support and Training, Professional Services, or Business Consulting.
  • Minimum 4-year Bachelor college degree. An advanced degree preferred.
  • Demonstrated track record of success in running operations and leading technical teams. Well-developed skills in the areas of operation planning, organizing, prioritizing, and communication. Excellent verbal and written communication and customer skills. Highly articulate, with excellent writing and presentation skills.
  • Strong operation and execution ability. Understand operation dynamics and customer issues around customer support and training. Experienced in identifying opportunities for improvements. A proven track record of excellence in executing and delivering outcomes.
  • A proven track record of success in leading multi-stakeholders, multi-geography groups to reach a common goal. Great ability to work collaboratively with all levels and functions within a company. Strong leadership and multi-task management abilities with some project management skills. A track record of working cross functionally and driving cross functional teams and leveraging the entire company strength to address customer issues.
  • A proven track record of meeting and exceeding KPIs in the customer support and training area. Process and metrics driven. Understands the strategy required to consistently improve our operations and customer experience. Ability to gather customer data and market information and synthesize them into clear messages and actionable items.
  • A proven track record of success in team building and revamping to quickly deliver business results – staff hiring including hiring managers and team leads - understands how these roles differ and what to look for. Skilled at identifying managers with growth potential.
  • Must demonstrate sound judgment, and be self-directed, highly motivated. Results driven. Detail oriented. Strong analytical and problem-solving skills - solution-focused with a track record of overcoming complex problems around customer issues, product and service issues, and staffing issues.
  • A high level of broad understanding of AspenTech's value proposition - how various AspenTech products and services fit together and their market positions in addressing markets and customers' needs. Experience in the relevant industries in a major industry vertical (power, petroleum, refining, or chemicals) and experience with AspenTech products a plus.

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The salary range for this role is $161,900.00 - $202,400.00. This range represents what we in good faith believe is the range possible for base compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range based on several factors. This range may be modified in the future. This role is also eligible for bonus or variable incentive pay. Additionally, we offer a comprehensive benefits package including paid time off, charitable giveback day, medical/dental/vision insurance, and retirement benefits to eligible employees.

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