AspenTech

Customer Care Support Coordinator

US-MA-Bedford
Req #
9501
# of Openings
1
Job Posting Category
Technical Support & Training

Overview

As a member of the Software Maintenance Service (SMS) Contracts Renewal Team, you will have primary responsibility for SMS contract renewals for AspenTech's worldwide customers. You will drive the process from quote creation through quote acceptance and purchase order receipt.  This is a great opportunity to leverage your customer support experience and work in a fast-paced, challenging, and collaborative environment.  Ideal candidates will have strong attention to detail and the ability to work both independently and in teams.

Responsibilities

  • Research software license agreements, renewal history and identify upcoming SMS contract renewals
  • Create SMS contract renewal Quotes and send them for customer review
  • Follow-up with the customers to ensure their acceptance of the Quotes and submission of corresponding purchase orders to meet our renewal metrics
  • Work closely with the customers to address their concerns and questions while using the escalation and approval chain to obtain needed help and approvals for any changes
  • Collaborate with internal AspenTech resources (e.g. Sales Account Manager, Customer Advocates, Support Operations, Entitlement/Commercial group, and Finance) to expedite closure of Quotes
  • Document all external and internal communications as well as action plans for each pending SMS renewal Quote, using the Quote tracking form in the Customer Service CRM system
  • Maintain the accuracy of the support entitlement data in the Customer Services CRM database
  • Enter SMS data into our CRM for new and/or updated contracts
  • Perform Deal Model and Contract Draft review to make sure that the SMS related information is accurate
  • Assist in resolving SMS invoice collection issues related to your assigned accounts
  • Participate in other group projects and assignments as required

 

Qualifications

  • Minimum one year of work experience in a fast-paced high-tech environment
  • Excellent customer service skills and a strong passion for customer service
  • Exceptional written and verbal communication skills
  • Strong attention to detail and organizational skills
  • Demonstrated ability to handle multiple priorities
  • Ability to work well with limited supervision and within a dynamic team
  • Strong proficiency in MS Office tools such as Word, Excel and Outlook Experience in using database-driven business applications (e.g. Financial and CRM applications)
  • Prior experience in managing and selling software maintenance services contracts a plus
  • High school diploma required, college degree preferred
  • Language: Fluent in English. French or Portuguese a plus

 

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