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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 objective of the position is to work with business operations, customer success management (CSM) and the Go-to-Market organization to develop and drive operational processes and best practices to support customer adoption in a consistent manner across global regions and customer segmentations to reduce attrition and increase customer engagement.
Your Impact
- Cross functional engagement and leadership of CSM business operations (enablement, data, analytics & tooling, operational processes, KPIs).
- Ownership of existing and needed processes and tools required to support CSM and the mission to drive customer sustained adoption.
- Develop and provide enablement of onboarding, process training, playbooks, tools, and best practices to the CSM team.
- Accountable for global review and reporting of progress against goals.
- Responsible for defining key metrics that enable visibility into customer success performance. Collaborate closely with the Business Analytics team to deliver actionable insights that support Customer Success Managers (CSMs), regional teams, and the global Customer Success organization.
- Responsible for identifying trends, efficiencies, and improvements to work processes and operating model.
- Responsible for identifying trends in customers usage, resource access (e.g., webinars, whitepapers, support, training) and develop models that drives customer satisfaction and engagements.
- Perform regular reviews of Customer Segmentation, KPI/Incentives, Cadences for internal and external interactions to CSM, Develop and drive operational workflows, RACI between collaborative departments, Services & CS&T for technical coverage, Sales and Solution Consulting, Customer Feedback loop (Product, VOC, etc.), Internal customer escalation and other due diligences as needed.
What You'll Need
- Bachelor's degree in marketing, communications, business, or related field.
- At least 8-10 years of experience in an operations capacity focusing on innovation and process improvement with a focus on analyzing and efficient training.
- At least 5 years of experience leading a team
- Excellent project management, time management skills, organization skills, and attention to detail.
- Must be able to handle multiple tasks and meet deadlines in a fast-paced environment.
- Excellent written and communication skills.
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Aspen Technology, Inc.
Jul 21, 2025