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

 

Location:

Denver, Colorado

 

Position Summary:

 

You will transform and guide the day to day working relationship with Bentley’s Enterprise, strategic accounts.  We differentiate Bentley’s support offerings in Enterprise accounts by developing a trusted relationship that demonstrates Bentley’s commitment to them.  You will ensure priorities are addressed, support commitments delivered upon and accounts are in the best position to gain maximum value from their Bentley product investment. You will work alongside a global team of Support Account Managers, Frontline and Product Support Engineers, motivating them to ensure the highest standards of attention and service. Along with forging strong relationships with User Success, Sales, Services, Product Management and Development teams to deliver an all-round support and product experience. You will be a cornerstone of the success of Enterprise 365 accounts.

 

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:

 

Develop co-operative relationship with stakeholders within your accounts to demonstrate the value of Bentley’s support offerings by:

• Acting as a first point of escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
• Monitoring open cases and escalating to Support teams to ensure SLAs are met and exceeded.
• Managing regular Service Request and operational reviews with your assigned customers.
• Reviewing trends to identify opportunities for learning or improvement, leading to enhanced product use.
• Involving the right technical resources to ensure improved time to value in the use of Bentley products.
• Ensuring ongoing visibility within Bentley of your customer’s direction and needs.
• Escalating important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues.
• Contribute to QBR meetings with accounts, reporting upon the progress of support issues, trends and concerns.
• Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set.
• Working with Support and other teams to identify gaps in the support process that might impede and effective progress for accounts and work with managers to help close those gaps.

 

 

What You Bring to the Team:

 

• Proven ability to work closely with customers and develop excellent working relationships.
• A minimum of 4-years’ experience as Technical Account Manager, Support Account Manager or Support Engineer/Analyst is required.
• Experience working in the software industry required. Previous experience working with public sector customers is an added benefit.
• Fluent English language skills required. A second language, is an added benefit.
• Great communication skills, the ability to work well with others and to achieve mutually beneficial outcomes.
• Strong organization skills and attention to detail, along with the ability to use own initiative to identify and progress issues for your assigned accounts.
• Knowledge of customer support processes and tools.
• Creative thinking, problem-solving and desire to find the best outcomes for challenging situations.
• Highly motivated, with a strong sense of achievement contribute supportively to a dynamic team environment.

 

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.

 

 

#LI-MG1

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.