Manager, User Success APAC

 

Location:

Singapore

 

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 products, ensuring our accounts and users are successfully meeting their business goals.

Position Summary:

The Manager, User Success APAC will manage a team of Success Managers and Success Specialists, who work with mid-market (large) and digital (SMB) accounts and users. Taking a proactive approach, the Manager will coach, mentor and guide their team to ensure accounts realize the full potential of Bentley Systems product solutions and services. The User Success team are advocates and advisors responsible for the account health and value realization, delivered at scale. The Manager plays an important role within the organization, improving the user experience through reactive, proactive and predictive engagements.  

 

Your day-to-day:

 

• Reports directly to the VP, User Success, and is part of the global User Success Leadership Team
• Key driver of business transformation for our User Success APAC team performance, metrics, processes, prioritization and day-to-day operations
• Lead, coach and mentor a team of Success Manager and Success Specialists on best practices and how to best prioritize their workload, scaling and improving consistency
• Create the structure, process and systems so the team’s efforts are consistent, repeatable, reliable and measurable
• Analyze account and user metrics and guide the Success Manager and Success Specialists to ensure Success Plays are executed successful and accounts realize their business outcomes
• Deliver successful outcomes through “Tech Touch” services (user webinars, SIGs, User Groups, etc.), ensuring activities are closely aligned with the account’s desired business outcomes
• Monitor account health to identify risks in revenue and usage drop, and work proactively to eliminate these risks
• Partner with cross business unit leaders within the Bentley organization (Sales, Product Advancement Groups, Marketing, etc.), and advocate on behalf of the account/user
• Demonstrate the business value positioning, acting as an evangelist and exhibiting knowledge of the account’s vertical
• Ensure new colleague onboarding and education is smooth and seamless
• Help identify and manage “at risk” accounts through a systematic, repeatable recovery strategy, delivering them to a referenceable state

What you bring to the team:
 

• Bachelor’s degree in Business, Computer Science, or related field, or comparable education and work experience
• 5+ years in a leadership/management role, with the ability to inspire others, and significant prior experience defining and implementing strategies for a user facing team

• Strong empathy for users and passion for revenue and usage growth
• Deep understanding of value drivers and recurring revenue business models
• Strategic thinker combined with strong ability to execute and drive results in ambiguous environment
• Excellent communication skills, including writing, proof-reading skills and confidently speak in front of C-suite stakeholders
• Preferred Qualification - Relevant AEC industry knowledge and experience

 

The Company

              

Bentley Systems is the leading global provider of software solutions to engineers, architects, geospatial professionals, constructors, and owner-operators for the design, construction, and operations of infrastructure. Bentley Systems employs more than 3,500 colleagues, generates annual revenues of $700 million in 170 countries, and has invested more than $1 billion in research, development, and acquisitions since 2012.