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Director, Support Account Management

Date: Jan 7, 2022

Location: Exton, PA, US, 19341

Company: Bentley Systems

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 include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geosciences software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million in 172 countries.





All locations


Position Summary:

We are seeking a highly motivated individual with proven support leadership experience to take responsibility for the success of Bentley’s Global Support Account Management team. This is a newly established function working in conjunction with the Technical Support and Customer Success teams to ensure our platform and applications support our Enterprise Customers business goals and prioritize the support activities needed to keep their solutions healthy.


You will use your experience to promote a customer-centric culture across your team globally, driving them to meet and exceed goals in partnership with their users and internal teams globally. You have the responsibility to develop strategic direction for the Support Account Management function and to evolve the value proposition for the team. You will oversee regional teams as they help Enterprise users achieve maximum value from their Bentley product investment. You will motivate your people to ensure the highest standards of attention and service are being delivered. You will forge strong relationships within User Success including Enterprise Success, Technical Support, Professional Services, and across Sales, Product Management and Development teams to deliver an enhanced Enterprise user support and product experience.



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:

  • Staff, organize, and lead your global team to provide high quality, accurate, and timely support account management services in line with objectives that drive support account management excellence.
  • Be accountable for the overall output and performance of your teams and managers,  overseeing and ensuring employee retention and the successful training and development of team members by your managers to balance continuous operational excellence with ongoing career growth.
  • Be responsible for aligning the function’s strategy to the Bentley and User Success strategies, and appropriately motivating and organizing teams to execute on objectives.
  • Define a resourcing plan based on need and oversee recruitment to fulfil function obligations.
  • Monitor and manage key metrics to measure the effectiveness of the Support Account Management function, paying particular attention to Customer Satisfaction and Loyalty.
  • Provide overall leadership to the team members on Operational Excellence, and in identifying opportunities and designing strategies to improve the customer experience, team performance and enhanced cohesion with Technical Support, Enterprise Success, and other internal stakeholder groups such as sales and product development.
  • Be a point of escalation for complex or escalated customer issues to ensure the correct actions are taken to resolve them in a timely and effective manner. Be adept at engaging higher-level executives to ensure effective management of critical situations.
  • Ensuring ongoing visibility within Bentley of your customer’s direction and needs.



What You Bring to the Team:

  • A minimum of 8 years people management with experience motivating teams to perform to the best of their ability.
  • Proven track record of leading and developing team leads and managers under your remit while influencing peers to greater levels of achievement.
  • Experience leading and growing support or services teams providing the highest levels of service to enterprise customers around the world.
  • Proven ability to work closely with customers and develop excellent working relationships.
  • Experience working in the software industry required.
  • 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.
  • History of process introduction and improvement to increase efficient and effective operation of teams a benefit, most particularly in the area of supporting enterprise-level accounts.
  • Great communication skills, and the ability to progress everyday inter-departmental businesses challenges with mutually beneficial outcomes.
  • Creative thinking, problem-solving and strong ability to use own initiative to identify and progress business initiatives.
  • Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.
  • Excellent English language written and verbal communication skills, additional languages advantageous.
  • Bachelor’s degree or equivalent experience preferred.


What We Offer:

  • A great Team and culture – please see our Recruitment Video.
  • 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.





During the COVID-19 pandemic, Bentley has implemented several safety protocols to protect our colleagues, users, and wider communities. Given our status as a government contractor, at some point in the coming year, all U.S. colleagues, regardless of work location or employment type, may be required to be fully vaccinated against COVID-19 as a condition of employment. Exemptions will be available as a reasonable accommodation for those who are unable to meet the vaccination requirements due to a disability/medical condition or sincerely held religious belief.


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, protected veteran status, religion, national origin, age, or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. EEO is the Law and EEO is the Law Supplement documents provide additional information about your rights as an applicant under the law.


Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

Bentley participates in e-Verify / Bentley participa en 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

Nearest Major Market: Philadelphia

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