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 RoleAs a Digital Touch Success Specialist, you will facilitate specific customer outcomes through data-informed customer interactions throughout the customer journey. Within the Digital Customer Success team, your role will involve enhancing operational excellence by analyzing customer data to promote engagement with the appropriate customers, utilizing relevant content at optimal times. You will collaborate across various departments at Aspen Technology (including Sales, Marketing, Data Science, Community, Product, and Support) to generate value, improve customer retention, and maximize satisfaction for each customer interaction.
Your Impact
- Perform regular data analysis of account health, attrition or churn risk and enable the organization to take action.
- Provide proactive communication for accounts, leveraging system-driven alerts (via Salesforce, Power BI dashboards, early warning systems, etc.) to prioritize accounts for electronic customer outreach, including awareness sessions, health reviews, technical enablement, marketing outreach, and customer health alerts.
- Assist in the management and continual improvement of Aspen’s customer-facing community resources to optimize self-service and community-driven support.
- Serve as a cross-functional change agent across the organization. Collaborate with cross functional teams to assist in proactive outreach to customers and solving data and tooling challenges.
- Assist in the development and implementation of internal reporting and Power BI dashboards.
- Facilitate change management activities to improve internal adoption of new policies and processes.
What You'll Need
- Bachelor’s degree required or equivalent experience in a related field required.
- Minimum of 2 years’ experience in a similar role, with proven results in improving digital platform efficiency or CRM system utilization.
- Experience with Excel, Salesforce, and Power BI or similar tools is preferred
- Proven track record of excellent customer support and collaborative, cross-functional partnerships.
- Excellent organizational and time management skills, able to work under pressure, analyze and prioritize effectively to move projects and initiatives forward.
- Broad understanding of the current and emerging technology trends and developments.
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