Location: All locations in EMEA v-connected

Position Summary:

We are seeking a highly motivated individual with proven support leadership experience to take responsibility for the success of Bentley’s Support Account Managers in EMEA. This is a newly established team working in conjunction with Technical Support teams and Enterprise Success teams to ensure a relentless focus on creating loyal users by helping them realize business value through their investment in Bentley products and services.

You will use your experience to promote a customer-centric culture within your team, driving them to meet and exceed goals in partnership with their users and internal teams globally. You have the responsibility to ensure your team of Support Account Managers are helping their Enterprise users achieve maximum value from their Bentley product investment., motivating them to ensure the highest standards of attention and service are being delivered. You will forge strong relationships within User Success including Enterprise, User Support and Success Services, and across Sales, Product Management and Development teams to deliver an enhanced Enterprise user support and product experience.

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 applications, ensuring our accounts and users are successfully meeting their business goals.

Your Day to Day:

• Lead your team to provide high quality, accurate and timely support account management services in line with objectives that drive support account management excellence.
• You will be accountable for the output and performance of your teams and oversee the onboarding, training, and development of team members to balance continuous operational excellence with ongoing career growth.
• Monitor and manage key metrics to measure the effectiveness of your Support Account Managers, paying particular attention to Customer Satisfaction, Retention, and Usage.
• Oversee Support Account Managers as they manage complex or escalated customer issues to ensure the correct actions are taken to resolve them in a timely and effective manner. Be adept at engaging director and higher-level executives to ensure effective management of critical situations.
• Ensuring ongoing visibility within Bentley of your customer’s direction and needs.
• Working with Support and other teams to identify gaps in the support process that might impede and effect progress for accounts and work with managers to help close those gaps.

What You Bring to the Team:

• A minimum of 2 years people management with experience motivating teams to perform to the best of their ability.
• Previous experience as Technical Account Manager, Support Account Manager or Support Engineer/Analyst with a proven ability to work closely with Enterprise customers at senior leadership levels and the ability to develop excellent working relationships is required.
• Experience working in the software industry required.
• Previous experience working within any of the following sectors is an added advantage – Architecture, Engineering, and/or Construction industries, Operations in Process Manufacturing industries, or Mining and Civil infrastructure.
• Great communication skills, and the ability to progress everyday inter-departmental businesses challenges with mutually beneficial outcomes.
• Creative thinking, problem-solving and strong ability to use own initiative to identify and progress business initiatives.
• Highly motivated, with a strong sense of achievement and the willingness to both lead and

contribute supportively to a dynamic team environment.

• Excellent English language written and verbal communication skills, additional languages advantageous.
• Bachelor’s degree or equivalent experience preferred.

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• 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.

Who We Are:                                                                                                                                   

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 $700 million, in 172 countries. www.bentley.com

Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion, national origin, age or any other protected characteristic.

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