Data Entry Specialist

Aspen Technology - Bedford, MA

Full-time

The Role
AspenTech is a leading provider of award-winning Asset Optimization solutions. AspenTech's integrated aspenONE(TM) solutions enable process industries to reduce costs, increase capacity, and maximize profitability through the end-to-end solutions in Engineering, Manufacturing and Supply Chain, and Asset Performance Management. For more information, visit www.aspentech.com.

As a member of the Customer Entitlement 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 Administrator/Customer Records 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. You will also have 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 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.
  • Verifying that source documents/applications used to draft the quote have identical information and that all related documents accurately capture information from the source
  • Notifying Sales, Customer Advocates and Token Administrators when information needed to create the quote is missing
  • Acting as an expert advisor to the Sales organization, Token Administrators and Customer Success Managers 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
  • Handle overflow of Customer Care related work
  • 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
  • Assist in resolving SMS invoice collection issues related to your assigned accounts
  • Participate in other group projects and assignments as required

What You'll Need

  • 2+ years of customer support experience in a fast-paced high-tech environment
  • College Degree required
  • 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
  • Experience in using database driven business applications such as CRM, Order and Financial systems
  • Strong attention to detail and organizational skills
  • Strong business acumen
  • Some overtime may be required

Job Type: Full-time

Experience:

  • Data Entry: 1 year (Preferred)
  • relevant: 1 year (Preferred)
  • excel: 1 year (Preferred)

Education:

  • High school or equivalent (Preferred)

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Tuition reimbursement

Typical start time:

  • 9AM

Typical end time:

  • 5PM