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

 

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.

 

What you’ll do:

 

As Senior Director for Global Support, you will build and shape our global support organization and will be responsible for vision, strategy, and execution to transform Bentley’s support experiences. You will create a culture of continuous improvement that delights users, drives adoption and improves renewal rates.  You will maintain a pulse on our users and leverage the voice of the customer to influence change across Bentley, ultimately representing the voice of the support user.

Critical to the success of this role is demonstrated experience building for scale and operational excellence. In addition, you will be working with dynamic leaders of complex organizations to set and execute shared priorities; including working closely with Bentley’s Development, User Success and Sales teams to deliver exceptional support experiences.

 

 

Who we’re looking for:

You have proven success in building high performing teams and attractive margins infused with psychological safety and agency.  You listen to and engage deeply with customers and share actionable feedback.  You have a beginner's mindset; always looking for new ways to make things better.  You hire, develop, and retain the best talent in the industry and are deeply vested in the success of every member of the Support organization, providing opportunities for development while ensuring accountability to each other as well as to our users.  You have a demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, especially executive and C-level.

What you’ll accomplish

• Make Bentley an industry leader in support experiences
• Build solid, resilient culture of operational excellence
• Expand support to 24-7 / 365 availability, including international support, at an attractive cost structure
• Launch and build new services for Bentley users including, AI powered chat, 1 to many events and data drive insights
• Increase operational efficiency of the org while hitting SLA’s each quarter and driving positive sentiment scores
• Lead and inspire a team of 200+ professionals, globally
• Extremely high rates of adoption, satisfaction and renewals

 

What you bring to the team

 

• A deep understanding of managing large, global, remote teams providing 24/7 cross timezone support to technical and non-technical customers
• A track record of managerial leadership, expertise and mentorship in growing & developing high-functioning teams and leaders
• Experience leading in a high growth, constantly changing environment
• Have a very strong ability to use quantitative data and metrics to drive clarity and decision making that will impact the team and the product’s success
• Experience building out solutions to support users at scale and across numerous platforms and products
• Outstanding operational excellence and ability to straddle between details and higher level implications of critical business issues
• 15+ years in customer support and/or customer service
• 10+ years of experience managing global teams
• 10+ years of experience interacting with internal and customer executives
• 8+ years of experience in fostering successful partnerships with customers

 

#LI-REMOTE

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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.