AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks. The Role The Director, Customer Support and Training - DGM 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 feedbacks. 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 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 market’s 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. #LI-WJ1 AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks. AspenTech is an Equal Opportunity/Affirmative Action employer. AspenTech does not discriminate against employees or applicants on the basis of age, race, color, religion, creed, ancestry, sex, sexual orientation, gender identity or expression, pregnancy or related conditions, marital status, familial status, national origin, disability, medical condition, genetic information, citizenship, military service or protected Veteran Status or any other basis protected by applicable federal, state, or local law. Reasonable Accommodation: We will provide reasonable accommodations to qualified individuals who have a disability or sincere religious reasons to request accommodation, when necessary to enable the individual to participate in the job application or interview process. If you wish to request an accommodation, please contact us at recruiting@aspentech.com. GDPR Privacy Notice: AspenTech collects a range of personal information during the recruitment process. This may include the following personal or special categories of personal data: 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 gender; 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. Click here: https://www.aspentech.com/en/privacy-and-security to view the recently updated Security and Privacy Policy. Plan Participants Enrolled in the AspenTech US Medical Plans: The Transparency in Coverage Final Rules require certain group health plans to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRF’s). The MRF’s for the benefit package options under AspenTech’s US Employee Benefit Plan are linked below: https://transparency-in-coverage.bluecrossma.com [transparency-in-coverage.bluecrossma.com] https://home.bluecrossma.com/collateral/sites/g/files/csphws1571/files/acquiadam-assets/55-001108351_TCR_CAA_FAQ.pdf [home.bluecrossma.com]