Senior Customer Success Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

• Takes ownership of the customer experience, journey (adoption and value realization), and renewal outcomes for assigned enterprise and key accounts.

• Prioritizes customer intimacy.

• Drives business impact and innovation for customers by deeply understanding their key business challenges and opportunities.

• Cultivates and maintains relationships with key decision-makers, influencers, and senior management at top accounts to reinforce partnerships and commitment while deepening account penetration.

• Comprehends customers’ business environments, challenges, and opportunities, aligning AspenTech’s initiatives with their objectives, thereby ensuring AspenTech’s success is tied to customers’ business goals.

• Serves as a trusted advisor throughout the entire lifecycle of a customer account, from the initial sale through successful adoption and renewal with growth.

• Ensures customers fully understand our solutions, leading to increased adoption and satisfaction.

• Engages in proactive customer interactions and on-site visits to conduct high-level Executive Business Reviews, user group meetings, Road Maps, etc., to enhance relationships and strategically plan with customers to achieve their sales productivity goals through our products and services.

• Collaborates with internal implementation consultants, sales account managers, and renewal representatives to create and execute account plans and initiate renewal and expansion opportunities to generate new revenue.

• Works as part of a team to devise strategies for scaling and growth.

• Effectively facilitates and leads cross-functional teams and resources, managing both with and without organizational authority.

• Provides product insights and strategic advice for sales enablement, communication, and training initiatives.

• Identifies and mitigates any risks that may threaten customers’ growth, satisfaction, or renewal, devising and executing risk mitigation plans using all available AspenTech resources.

• Responsible for cultivating the assigned account base into long-term strategic partnerships while enhancing customer usage and adoption of solutions.

⛳️ Requirements

• Bachelor’s degree in Chemical Engineering or a related discipline.

• Over 10 years of professional experience in the process industry.

• At least 5 years of experience in Pre-Sales, Post-Sales, Customer Relationship Management, or Customer Success Management preferred.

• Over 5 years of experience with AspenTech Engineering, Manufacturing, SSE, or APM solutions, or similar software suites used in the process industries, preferred.

• Exceptional written and verbal communication skills.

• A proven track record of consistently meeting or surpassing revenue targets or business objectives.

• Demonstrated ability to facilitate and lead cross-functional teams, with strong project management skills.

• Experience managing multi-million-dollar portfolios.

• Proficient in building relationships with key decision-makers, influencers, and senior management within customer accounts.

• Strong self-motivation, agility, and business acumen.

• Fluent in English; proficiency in Italian as a first or second language is preferred.

🏝️ Benefits

• Career development programs.

• Support for community service initiatives.

• Social events that promote fun and relationship building.