Location: Dublin Office

 

Position Summary:

 

We are seeking a highly motivated individual to lead a distributed team of Licensing Support Analysts/Engineers providing licensing support to Bentley’s user base in Europe, the Middle East, Africa, and Asia.  You will take full responsibility for planning, coordinating, and managing the activities of the team to ensure they are empowered to provide the high levels of service our users expect while ensuring team members develop to their full potential.  Entitlement Management (Licensing) support forms part of the User Success group (this position is not in our IT Dept), responsible for ensuring Bentley’s users get the maximum benefit from their investment in Bentley’s product portfolio.  You will form part of the leadership team responsible for ensuring the effective operation of the Entitlement Management team to ensure it continues to evolve in line with the company’s changing commercial and licensing models.

 

This Team Leader role will report to the Senior Manager, User Success.

 

Your Day-to-Day:

 

• Supervise and manage the day to day operations of the team including work and vacation planning.
• Ensuring that there is adequate support coverage during the Business support hours, including Public Holidays across the region with the necessary changes for the Phone systems and handover in place.
• Ensuring that the team is aligned with the team objectives and are working towards achieving the set OKR’s especially related to Initial Response, Resolution, and Customer Effort scores.
• Performing Skill Assessments and initiating Individual Development Plans, tracking progress through 1:1.
• Ensuring that team members are communicated of the overall team and individual performance, through regular one to ones. Ensuring that the same are documented with points discussed and follow-up actions.
• Ensuring that there are regular and timely updates on activities/tasks agreed, performed, and recorded.
• Participating in the hiring of new team members including their onboarding.
• Participating in quarterly and yearly performance appraisals of team members.
• Conducting regular team meetings with active participation in the leadership call.
• Prioritizing and delegating tasks to ensure the team is focused on the right priorities.
• Responsible for managing certain complex or escalated issues and ensuring effective and timely correct actions.
• Analyzing and enhancing reporting to ensure appropriate service outputs of the support team.
• Driving continuous process improvement to ensure consistency and quality of support services.
• Representing the Entitlement Management team in different groups through participation in meetings or by conducting different activities like Answer Hours or Webinars etc.
• Collaborating with different teams or groups through channels on MS Teams.
• Working with the Development team to follow up on bugs and defect fixes.
• Promoting Knowledge and user Centric Support within the team.
• Ensure that there is effective queue monitoring and ticket backlog is within acceptable and controllable limits.
• Highlighting performance and other challenges to the Manager and working on a plan to overcome them.
• Promoting and implementing new ideas and innovation within the team.
• Reviewing existing processes, identifying gaps, and setting up new processes in consultation with team members, leadership team, and colleagues if needed.
• Design and enforce service request handling and escalation procedures within the team and with other groups.
• Analyze user feedback and identify follow up actions to be taken to improve the customer service experience.

 

What You Bring to The Team:

 

• A minimum of 3 years of people management experience with the ability to motivate a team to perform to the best of their ability.
• Senior or supervisor role in a customer-facing support team providing the highest levels of service to SME and global enterprise customers around the world.
• Experience in process introduction and improvement to encourage the efficient and effective operation of a support team.
• Fluency in English required and an additional European language advantageous.
• Excellent written and verbal communication skills. 
• Ability to diffuse difficult conversations with mutually beneficial outcomes.
• Previous experience dealing with software licenses management is a distinct advantage.
• Creative thinking, problem-solving, and strong ability to use own initiative to identify and progress various business challenges.
• Knowledge of customer support and service tools like SAP CRM and preferably Service Now.
• Works well within a team environment and brings a positive attitude.
• Strong working knowledge of Microsoft Office (Excel, Word, Outlook).
• 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 $800 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/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

 

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