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, Managed Services 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 Quarterly Business Review (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. Experience with Bentley or other related industry software an advantage.
• Previous experience working within any of the following sectors is an added advantage – Architecture, Engineering, and/or Construction industries, Operations in Process Manufacturing industries, or Mining and Civil infrastructure.
• Fluent English language skills required.
• 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.