Customer Success Manager
2 months ago
About the Role
The Customer Success Manager is a key member of the Aspen Technology team, responsible for building and maintaining strong relationships with key decision makers, influencers, and senior management within assigned accounts. The primary goal is to ensure high levels of customer satisfaction and recognition of return on investment (ROI), leading to strong renewal results and growth opportunities.
Your Impact
- Owns the customer experience, journey (adoption and value capture) and renewal results for your assigned accounts.
- Focusing on customer intimacy and delivering business impact and innovation to a customer's business by truly understanding their key business issues and opportunities.
- Building and nurturing 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.
- Understanding the customers' business environment, challenges, and opportunities, and aligning Aspen Technology's initiatives with the customers' initiatives, ultimately aligning Aspen Technology's success to the customers' business initiatives.
- Acting as a trusted advisor throughout the entire lifecycle of a customer account following the initial sale through successful adoption and ultimately renewal with growth.
- Ensuring our solutions are understood, resulting 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.
- Collaborating 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. Working 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 organizational authority.
- Delivering product insight and strategy advice for sales enablement, communication, and training initiatives.
- Uncovering and mitigating any risk that threatens your customers' growth, satisfaction, or renewal; conceiving and executing risk mitigation plans by utilizing all available Aspen Technology resources.
- Responsible for nurturing assigned account base into long-term strategic partnerships while increasing customer usage and adoption of solutions.
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