About Bentley Systems

 

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world's infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geosciences software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million in 172 countries.

www.bentley.com

 

 

Director, User Escalation Program

 

Location: Anywhere in US or EMEA with preferably EST time zone coverage

 

Position Summary:

The Director of Escalation Management is a strategic leadership role within Bentley’s Global Support organization. The program leader is responsible for defining and managing the strategic and highly visible User Escalation Management program to improve user experience and service.

 

In this role you will define, build, and lead the Escalation Program, define processes and tools, along with manage the resolution of our user’s critical issues by developing a success-driven plan and leading a cross-functional Bentley virtual team to deliver best in class resolution. The reach for this role is spanning across Technical Support, Finance, Sales and Account Management and will be instrumental in our User Success Organization. You will also be responsible for analyzing and identifying trends to reduce the number of escalations and improve user satisfaction and communication.

 

Your Day-to-Day:

Reactive Escalation Management

• Managing the lifecycle of an escalation including, but not limited to, acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination & communication, and escalation closure
• Ensure the flawless execution of the escalation resolution process, with transparent communication that drives very high internal/external user satisfaction levels
• Developing, implementing, and coordinating key post escalation processes such as post incident reviews, postmortems, trend analysis, and other key continuous improvement activities
• Create and execute a data-driven user get-well plan
• Facilitate and report on daily and/or weekly cadence to ensure appropriate visibility of key user issues including escalation status reporting, statistics, trending analysis, and resolution status activities
• Analyze data to draw conclusions and understand the severity of reported issues

Proactive Escalation Management

• Analyze escalation trends and produce strategic recommendations to proactively address systemic issues
• Aging case review to proactively help the support management team resolve cases before they are escalated
• Reduce escalation volume by identifying training & product improvement opportunities
• Lead improvements by monitoring and developing dashboards to proactively monitor trends and user escalations and use data to recommend technical and/or business process changes to meet expectations and optimize productivity

 

What You Bring to The Team:

• Minimum of 10 years’ experience in supervising complex programs preferably in a technical support environment
• Proven track record of working collaboratively to improve the user’s experience
• Ability to develop collaborative relationships with users, partners, and developers across the business at all levels
• Strong executive presence and a track record of being a positive influence on all levels
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, senior leaders, developers, and c-level executives
• Ability to navigate complexity and create collaborative, cross-functional solutions
• Able to translate complex issues in an understandable, organized way
• Knowledge of CRM tools, preferably ServiceNow
• Requires sitting or standing at will while performing work on a computer. The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling and meeting functions.
• This role does not require travel

 

What We Offer:

 

• A great Team and culture – please see our Recruitment Video.
• The opportunity to work remotely from a home office.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

 

#LI-REMOTE

#LI-MG1

Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age, or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. EEO is the Law<https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf> and EEO is the Law Supplement<https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf> documents provide additional information about your rights as an applicant under the law.

 

 

 

Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination https://prod-bentleycdn.azureedge.net/-/media/files/documents/careers/bentley-eeoaa-statement-of-policy.pdf?la=en&modified=20211005082651

 

 

Bentley participates in e-Verify / Bentley participa en e-Verify / Right to Work Notice https://prod-bentleycdn.azureedge.net/-/media/files/documents/careers/e-verify-poster.pdf?la=en&modified=20210929150033

 

 

Request an Accommodation

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com<mailto:disabilityrequest@bentley.com>