Customer Success Management Digital Touch Manager

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 Role

• The objective of the position is to develop a scalable digital customer success program, an in-house early warning system and leverage early indicators and system-driven alerts to address customer needs for proactive adoption and attrition reduction. This role will also analyze and identify trends to drive efficiencies and improvements for digital-led engagements.

Your Impact

• Design and implement a data-driven approach to customer success, utilizing customer health metrics and product usage to proactively address customer needs and mitigate attrition risks.
• Design and utilize an Early Warning System to detect accounts which may have software usage or adoption risks leading to attrition or churn.
• Design and sequence digital interactions across the customer journey that drive improved product adoption and value realization.
• Build the processes and analyses for outcome-focused digital engagements that have measurable and verifiable customer outcomes.
• Develop automation of the end-to-end customer journey to easily identify the accounts at risk and take actions; including automation of playbooks to improve the overall account satisfaction.
• Regularly manage and review leading risk indicators to prioritize accounts which require human intervention.
• Incorporate digital processes and automated touch points for proactive customer engagement leading to revenue retention and expansion.
• Analyze the customer journey and build a proactive digital communication strategy.
• Augment the existing customer success journey with digital flows initiated by data-driven customer intelligence.
• Incorporate automation into the customer engagement plan that engages the customer without the need for direct communication with a CSM.
• Develop efficiency metrics centered on ‘doing more with less’ through the Digital CS strategy.
• Regularly review the data and leading indicators related to CSM coverage, retention, product profile, geography, etc. to adjust digital strategy.
• Maintain, expand and scale the AspenTech online Community.
• Oversee Digital Touch motion and effectively manage the following activities;
  • Data-driven, predictive, and automated customer management,
  • Trigger-based activation of actions using predefined catalog of interventions,
  • Reliance on self-serve, community forums and website to minimize need for human intervention.
• Lead digital touch weekly prioritization, review alerts and shift priorities as needed and orchestrate the technical coverage required for customer adoption plans.
• Collaborate with cross-functional teams to create digital programs to pro-actively reach out to the customers without CSM’s to understand their overall health. Escalate any high risks identified with the account/ renewal to the regional leadership team for timely actions.
• Identify and support resolving gaps in insights and tooling to enable scalable digital engagement.

What You'll Need

• Bachelor’s degree required in engineering, computer science, business, or other related field.
• Minimum of 5 years’ experience in similar role designing and launching digital platforms.
• Minimum of 3 years’ of management experience and developing a team, leveraging a CRM tool or equivalent
• Proven track record of leading digital touch projects, or equivalent, with innovation 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.