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User Success Manager

Date: Jan 12, 2021

Location: Burlington, ON, CA, L7L 5Z1

Company: 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, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $700 million, in 172 countries. www.bentley.com

 

Location:  Burlington, Canada

 

 

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: 

As a Success Manager, you will be responsible for utilizing technology to proactively communicate with current users, primarily focused on large tech touch accounts. You will also build and maintain resources to compliment user success outreach across our entire user success account base. You will determine how various forms of outreach (emails, webinars, videos, campaigns, etc.) should work together and align with Bentley business units on the communication plan for each account segment(s). 

As a member of the User Success team, you will partner and work across the organization in order to act as the voice of the user/account and champion their needs. You will act as a trusted advisor to our accounts, build deep relationships and educate our users on Bentley solutions and best practices to help drive usage, adoption and maximizing the opportunity to add value to their workflows.  

 

Your day-to-day: 

Act as the primary point of contact throughout your assigned account’s lifecycle. As the voice of the user, triaging and/or coordinating internal teams and efforts to support and maintain a strong ongoing account relationship by:  

  • Creating and documenting success plays through knowledge gained with account/user engagement, and your domain expertise, that deliver desired business outcomes with Bentley technology.  

  • Providing subject matter expertise training (via webinars, videos, etc.) on best practices, digital workflows for engineering, construction, and operation of infrastructure assets as it applies to their use of Bentley software solutions. 

  • Tracking user engagement (phone/email) performance metrics, open rate, click rate of email messages, etc. Developing cadence of tech touches aligned to the user lifecycle. 

  • Handling day-to-day requests in a quick and thoughtful way, to be tracked and stored in our CRM platform. 

  • Nurturing healthy user relationships that lead to account advocates. Providing positive account feed back to our communication, product, sales and marketing teams, to support organizational strategic initiatives.   

  

What you bring to the team: 

  • Engineering degree, closely related degree, or equivalent relevant industry work-related experience required. 

  • Seeking to hire colleagues with a minimum 3+ years industry experience in one or more of the following: 

  • Architect, Engineering and/or Construction industry 

  • Operations in Process Manufacturing industry (Oil & Gas, Chemicals, food & beverage, Consumer Packaged Goods, paper) 

  • Mining, Civil (road or rail transportation, complex buildings and campuses) 

  • Exceptional ability to motivate and influence users and decision makers.  

  • Excellent ability to work and communicate at all levels within an organization. Strong written and oral communication skills, including delivering professional presentations.  

  • Ability to prioritize, multi-task, and perform effectively while managing multiple accounts.  

  • Empathetic and genuinely cares as a steward of account success.   

 

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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.