Support Account Manager - Remote Eligible

Support Account Manager

Transform and guide the day to day working relationship with Bentley's Enterprise, strategic accounts. Develop a trusted relationship that demonstrates Bentley's commitment to them. Ensure priorities are addressed, support commitments delivered upon and accounts are in the best position to gain maximum value from their Bentley product investment. 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. Forge strong relationships with Enterprise Success, Sales, Services, Product Management and Development teams to deliver an all-round support and product experience. Be a cornerstone of the success of Enterprise 365 accounts.

Responsibilities:

• Act as a first point of elevation and escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
• Monitor open cases and escalate to Support teams to ensure SLAs and SLOs are met and exceeded.
• Manage regular Service Request and operational reviews with your assigned customers.
• Review trends to identify opportunities for learning or improvement, leading to enhanced product use.
• Involve the right technical resources to ensure improved time to value in the use of Bentley products.
• Ensure ongoing visibility within Bentley of your customer's direction and needs.
• Escalate 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.
• Play an active part in a dedicated team advancing the understanding and usage of Bentley's solution set.
• 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.

Qualifications:

• 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.

What We Offer:

• A great team and culture.
• 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.

Who We Are:

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 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.

Equal Opportunity Employer: Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.