Senior Support Account Manager
Location: Home-based in the US
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 Enterprise Success, Sales, Services, Product Management, and Development teams to deliver an all-around support and product experience. You will be a cornerstone of the success of Enterprise 365 accounts.
Your Day-to-Day:
Develop co-operative relationships with key stakeholders within your accounts to demonstrate the value of Bentley's support offerings by:
Acting as a first point of elevation and 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 and SLOs are met and exceeded.
Managing regular Service Cases 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 effective progress for accounts and work with managers to help close those gaps.
Additionally, as Senior Support Account Manager, you will:
Take the initiative to innovate team processes and ability to drive more value for clients.
Demonstrate deeper insights towards client programs that advance the Bentley relationship.
Lead and coach within the SAM team where possible.
Build relationships cross-functionally, spanning multiple stakeholder groups.
What You Bring to The Team:
Proven ability to work closely with key customers and develop excellent working relationships.
A minimum of 6 years' experience as a Technical Account Manager, Support Account Manager, or Support Engineer/Analyst is required.
Experience working in the software industry is required. Experience with Bentley or other related industry software is 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 collaboration skills with the ability to reach across multiple groups and achieve results.
Excellent 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 support processes and tools.
Previous experience effectively mentoring team members.
Creative thinking, problem-solving, and a desire to find the best outcomes for challenging situations.
Highly motivated, with a strong sense of achievement, and contributes supportively to a dynamic team environment.
Have" best in class" communication skills that are recognized throughout the team, with the ability to communicate with C Suite customers.
This position requires minimal travel.
Requires sitting or standing at will while performing work on a computer (or any other physical requirements (https://www.bls.gov/ors/factsheet/visual-overview-of-physical-demands.htm) ).
What We Offer:
A great Team and culture - please see our Recruitment Video (https://www.youtube.com/watch?v=epJImnDsbYE) .
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 diverse international team.
A supportive and collaborative environment.
Colleague Recognition Awards.
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, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent's software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems' 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.
www.bentley.com
Equal Opportunity Employer:
Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights (https://www.dol.gov/agencies/ofccp/posters) as an applicant under the law.
Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination (https://www.bentley.com/wp-content/uploads/Bentley-EEOAA-Statement-of-Policy.pdf)
Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice
Request an Accommodation:
As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. 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
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled
