About Bentley Systems 
Bentley Systems is a leading global provider of software solutions to engineers, architects, geospatial professionals, constructors, and owner-operators for the design, construction, and operations of infrastructure. Bentley’s MicroStation-based engineering and BIM applications, and its digital twin cloud services, advance the project delivery (ProjectWise) and the asset performance (AssetWise) of transportation and other public works, utilities, industrial and resources plants, and commercial and institutional facilities. 

 

Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $700 million in 171 countries outside the United States. From inception in 1984, the company has remained majority-owned by the Bentley brothers. 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 applications, ensuring our accounts and users are successfully meeting their business goals.

 

Position Summary:

Support Account Managers manage the support relationships with Bentley’s Enterprise strategic accounts.  They help to differentiate Bentley’s support offerings in assigned accounts by developing a trusted relationship that demonstrates Bentley’s commitment to them.  They are responsible for ensuring the account’s support relationship runs smoothly and delivers ongoing value to the account.  Within Bentley they work as part of a combined team of Designated Support Specialist, Frontline and Product Support Engineers to ensure support issues are prioritized and resolved in a timely manner.  They forge strong relationships User Success, Sales, Services, Product Management and Development in support of their customer’s needs, escalating throughout the organization where that becomes necessary to ensure effectiveness.

 

Your Responsibilities:

• Develop co-operative relationship with key people within Enterprise 365 accounts to differentiate Bentley's support offerings
• Monitor customer open cases and escalate to Support teams to ensure SLAs are met and exceeded
• Act as a first point of escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay
• Setup and manage regular Service Request and operational reviews with your assigned customers
• Agree appropriate prioritization of Service Requests and set expectations with the account about SR prioritization
• Ensure an ongoing line of communication between responsible Bentley departments and teams in support of your customer’s open issues
• Escalate important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues;
• Facilitate consistent and complete reporting of Service Requests (and their related defects or enhancements) on a regular basis;
• Contribute to QBR meetings with accounts, reporting upon the progress of support issues, trends and concerns;
• Play an active part of a dedicated team that advances the relationship and understanding between the account and Bentley so as to help them maximize their investment in Bentley software
• Work 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:

• Minimum 3 years’ experience as TAM (Technical Account Manager, SAM (Support Account Manager) or Support Engineer/Analyst required
• Knowledge of customer support processes and tools
• Experience working in a support role in the software industry is preferred
• Bachelor’s Degree desired
• Proven ability to work closely with customer and develop excellent working relationships
• 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
• 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
• Fluent English, oral and written, other European languages an advantage

 

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, 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.