Principal Customer Experience Specialist

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 member of the Customer Experience Team in our Customer Support & Training organization, you will be responsible for processing customer software license changes and upgrade requests by reviewing software license agreements, verifying entitlement and submitting orders for distribution fulfillment. The Contracts Experience Specialist plays a critical role in our high-touch customer service model; and is required to interact with internal and external customers and work closely with cross functional teams in Sales, Customer Care, Finance and Order Operations. This position is based in our Bedford, MA headquarters.Your Impact- Creating and updating quotes in the Oracle Quoting module, including attaching required documents to the Oracle Quote.- Notifying Sales, Customer Advocates and Token Administrators when information is needed to create the quote is missing- Acting as an expert advisor to the Sales organization, Token Administrators and Customer Advocates on various matters related to quoting of non-revenue orders- Review software license agreements, software maintenance and support entitlements (SMS) and credit history to confirm customer entitlement and credit worthiness for license change requests or product upgrade requests received from our worldwide customers and partners.- Adhere to all corporate policies and standards for verifying customer entitlement, credit status and order processing- Enter new orders into our Order Entry system and submit to Distribution fulfillment using established business processes and within standard metrics- Work closely with cross functional teams in Sales, Customer Care, Finance and Order Operations to expedite the processing of customer orders to meet our standard for service excellence- Proactively communicate with and provide status updates to internal stakeholders and external customers regarding pending orders- Document all communications and actions for each request in our Incident tracking CRM system- Generate management performance reports as well as customer intelligence reports for orders- Participate in other group projects and assignments as required- Call customers to verify that each shipment was received to their satisfaction and to assess any additional customer needs.- Provide coverage for overflow telephone calls to the regional AspenTech support centers- Maintain web support entitlement by validating, authorizing and revoking end-user access- Handle overflow of Customer Care related workWhat You'll Need- 2+ years of customer support experience in a fast-paced high-tech environment- College Degree preferred (Associates or Bachelors)- Excellent customer service and interpersonal skills- Exceptional written and verbal communication skills- Strong attention to details and organizational skills- Demonstrated ability to handle multiple priorities- Ability to work under tight deadlines- Ability to work well with limited supervision- Strong knowledge and experience in using MS Office tools such as Word and Excel- Strong attention to detail and organizational skills- Some overtime may be required