Manager, Support Account Management

Manager, Support Account Management

Location: Hybrid or home-based in the US

Position Summary:
 

We are seeking a highly motivated individual with proven support leadership experience to take responsibility for the success of Bentley’s Support Account Managers in North America. This is a team working in conjunction with Technical Support Teams and Account Field Teams to ensure a relentless focus on creating loyal users by helping them realize business value through their investment in Bentley products and services.

You will use your experience to promote a customer-centric culture within your team, driving them to meet and exceed goals in partnership with their users and internal teams globally. You have the responsibility to ensure your team of Support Account Managers is helping their Enterprise users achieve maximum value from their Bentley product investment, motivating them to ensure the highest standards of attention and service are being delivered. You will forge strong relationships with multiple internal teams including Enterprise, User Support, and Success Services, and across Sales, Product Management, and Development teams to deliver enhanced Enterprise user support and product experience.
 

Your Day-to-Day: 

• Lead your team to provide high-quality, accurate, and timely support account management services in line with objectives that drive support account management excellence. 
• You will be accountable for the output and performance of your teams and oversee the onboarding, training, and development of team members to balance continuous operational excellence with ongoing career growth.
• Monitor and manage key metrics to measure the effectiveness of your Support Account Managers, paying particular attention to Customer Satisfaction, Retention, and Usage. 
• Oversee Support Account Managers as they manage 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 directors and higher-level executives to ensure effective management of critical situations.
• Ensure ongoing visibility within Bentley of your customers’ direction and needs.
• Work with Support and other teams to identify gaps in the support process that might impede and affect progress for accounts and work with managers to help close those gaps.
   

What You Bring to The Team: 

• A minimum of 2 years of people management experience motivating teams to perform to the best of their ability.
• Previous experience as a Technical Account Manager, Support Account Manager, or Support Engineer/Analyst with a proven ability to work closely with Enterprise customers at senior leadership levels and the ability to develop excellent working relationships is required.
• Experience working in the software industry is 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.
• Great communication skills, and the ability to progress everyday inter-departmental business 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.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).
• Minimal travel is required in this role.

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 diverse international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

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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 as an applicant under the law.

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

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