Senior Manager/Director, Frontline Support, Asia Pacific

Location:

Pune, India

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.

Position Summary:

We are seeking a highly motivated individual with proven support leadership experience to take responsibility for the success of Bentley’s Frontline technical support in Asia Pacific.  This is a newly established team working in conjunction with higher tier Product Technical Support teams and Customer 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 support culture within your team, driving them to meet and exceed goals in partnership with support teams globally.  You have the responsibility to institute innovation and manage change to drive increased Customer Engagement and Loyalty, efficient Support Procedures and effective Escalation Management. 

You will work alongside your peers globally to ensure a consistent Customer Experience that balances self-service and assisted support delivery across all sectors of Bentley’s business.

Your Responsibilities:

• Resource, organise and lead your team to provide high quality, accurate and timely technical support in line with objectives that drive support excellence.
• Promote, develop and maintain a balanced self-service support strategy through the use of Knowledge Management, Service Ticketing, Community Support and Social Media mediums.
• Analyse customer trends and improve user self-service by implementing Knowledge Centric Support practices to ensure creation of a rich variety of support, onboarding and customer success written and video content.
• You will be accountable for the output and performance of your teams and oversee the training and development of team members to balance continuous operational excellence with ongoing career growth.
• Inspirational leadership of managers or supervisors reporting to you so as to ensure they effectively lead their teams to achieve the high quality results expected of them
• Monitor and manage key metrics to measure the effectiveness of support, Customer Satisfaction and Loyalty.
• Identify opportunities and design strategies to improve the customer experience, team performance and enhanced cohesion with Technical Support and Customer Success teams.
• You will hold responsibility for managing 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.

What You Bring To The Team:

• A minimum of 8 years people management with experience motivating teams and leaders of teams to perform to the best of their ability.
• Success driving a support organisation to effectively balance self-service and assisted support, incorporating effective knowledge management and first-contact resolution methodologies.
• Proven track record of leading and developing team leads, supervisors and managers under your remit while influencing peers to greater levels of achievement.
• Experience leading and growing support or services teams providing the highest levels of service to SME and global enterprise customers around the world.
• History of process introduction and improvement to increase efficient and effective operation of multi-disciplinary teams, most particularly in the area of customer support.
• Ability to progress everyday inter-departmental businesses challenges with mutually beneficial outcomes.
• In depth knowledge of customer support knowledge management and social support tools and services with experience of implementing process and system change.
• 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.