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, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, 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

 

ESCALATION MANAGER, VOICE OF THE CUSTOMER

 

Location:

North America

 

Why User Success and Why Now:

In User Success, we have a relentless focus on creating loyal users by helping them realize business value, within all accounts and account segments. With the overall user experience transformation happening in our industry, we understand driving continuous adoption of our technology is paramount to a successful engagement with our users and as such, we have created a User Success Team focused on increasing adoption and satisfaction with all of our products, ensuring our accounts and users are successfully meeting their business goals.

The Voice of the Customer team

Part of the Operations/Program team, the Voice of the Customer team manages Bentley’s Sentiment project with the goal of creating loyal users through actionable insights.  These insights are extracted by aggregating user feedback received through multiple different channels, which is then interpreted and prioritized by key stakeholders, including Sales, Marketing, and Product groups, with a commitment to communicate back to users in a closed-loop process.  The team implements best practices to ensure a transparent, efficient, and industry-leading Voice of the Customer program in place at Bentley.

 

Position Summary:

 

As Escalation Manager, Voice of the Customer, you will act as the voice of the user/account and champion their needs. You will act as a trusted advisor to our colleagues on how to gather, interpret and share user feedback to ensure actionable insights.

Your Day-to-Day:

 

1. Responsible for ensuring actions taken by programs across Bentley, from the quarterly Voice of the Customer Key Insights and Themes reports, are in progress and closed by their due date.  This involves, but is not limited to
   1. Scheduling quarterly meetings to share previous quarter’s Sentiment and Escalation results
   2. Scheduling monthly meetings to capture action items and progress
   3. Work with Bentley contacts to ensure we meet requirements set forth with our accounts
   4. Work with Success Managers complete account specific actions and closing the loop with the user(s)
2. Assist with identifying and extracting key insights and actions from Voice of the Customer Programs
3. Recommending key actions and changes to be implemented based on user feedback to proactively provide course corrections to organizations within Bentley
4. Summarizing high level themes and insights, received via this Listening Posts and sharing with the wider VoC team
5. Creating and documenting all associated processes for Escalations and Closing the Loop with our users
6. Educate colleagues on the Voice of the Customer program

 

What You Bring to The Team:

• Seeking to hire colleagues with a minimum 3+ years industry experience
• Ability to motivate and influence colleagues
• Excellent ability to work and communicate at all levels within an organization. Strong written and oral communication skills, including delivering professional presentations.
• Ability to prioritize, multi-task, and perform effectively while managing multiple accounts.
• Empathetic and genuinely cares as a steward of user success. 
• Willing to become an expert on Voice of the Customer program best practice and implementation processes
• Project management skills preferred
• Responsibilities in this position will change as the program and priorities evolve. The candidate should be flexible and able to easily adapt to a wide variety of tasks

 

What We Offer:

 

• Competitive remuneration package and excellent benefits.
• A professional, supportive and collaborative environment.
• Colleague Recognition Awards.

 

#LI-RS1

During the COVID-19 pandemic, Bentley has implemented several safety protocols to protect our colleagues, users, and wider communities. To ensure compliance with President Biden’s Executive Order 1402, Ensuring Adequate COVID Safety Protocols for Federal Contractors, all U.S. colleagues, regardless of work location or employment type, will be required to be fully vaccinated against COVID-19 by January 4th, 2022 as a condition of employment. Exemption is available as a reasonable accommodation for those who are unable to meet the vaccination requirements due to a disability/medical condition or sincerely held religious belief.

Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Bentley is an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age or any other protected characteristic.  Additional information about your rights as an applicant under the law may be found by clicking here and here.

 

Bentley participates in e-Verify / Bentley participa en e-Verify

 

Right to Work / Derecho a Trabajar

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.

 

Search Firm Disclosure:
Please be aware Bentley is not accepting unsolicited assistance from search firms for this employment opportunity. This includes any phone calls or emails. All resumes submitted by search firms to any employee at Bentley via-email, the Internet (including social media) or in any form and/or method for this specific position in the absence of a written recruiting agreement executed by both you and/or your firm and Bentley will be deemed the sole property of Bentley and no fee will be paid in the event the candidate is hired by Bentley.