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Customer Experience Implementation Lead

Date: Jan 5, 2022

Location: Gahanna, OH, US, 43230

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.




Customer Experience Implementation Lead

The Customer Experience/User Success team within SPIDA leads our cross-functional teams in the Utilities/Telecom customer space. SPIDA Implementation Leads are excellent communicators, results driven, highly organized, effective, and empathetic leaders. They are fueled by building relationships with their team members and customers. They understand how to usher team members to inspire creativity and end user transformation at every touchpoint. They deliver on customer and SPIDA success for the betterment of both organizations. Ultimately, they are the owners of end user impact, and lead the charge in SPIDA fulfilling its vision of Building a Better Grid.


Location: This position is remote based from a home office in the Columbus, Ohio metro area with the ability to travel to our Gahanna, OH office on a monthly basis.



  • Lead, motivate and inspire cross-functional teams of developers, consultants, product managers, and system architects.
  • Facilitate/lead various customer and internal facing meetings including requirements gathering sessions, status meetings, office hours.
  • Build roadmaps for various levels of customer stakeholders that include detailed project milestones.
  • Assist with conducting stakeholder interviews and user research.
  • Help improve team performance by holding retrospectives and facilitating or recommending process changes.
  • Assist and facilitate defining vision and project scope, and proactively communicating it to business leaders and stakeholders.
  • Work with product stakeholders and business leaders to prioritize user stories. Ensure product status is communicated.
  • Help to ensure product quality by planning for and confirming adequate testing prior to delivery of an artifact or a code release.
  • Where necessary, explore and analyze product issues, help troubleshoot and define solutions.
  • Participate in and/or lead daily scrums, sprint planning meetings, and sprint reviews and retrospectives.
  • Work effectively with business leaders and subject matter experts in a collaborative manner, building constructive and effective relationships.
  • Provide leadership on critical matters while orchestrating and managing multiple projects at once.
  • Manage customer expectations and change management protocols against affirmed scope, project timelines, and assigned project resources.



  • Experience in a wide range of technical and creative projects, especially managing a large portfolio of concurrent projects.
  • Minimum 3+ years working cross-functionally with UX, Design, and Development teams to define, document, and prioritize project requirements and user stories for solution implementations.
  • Experience creating documentation and roadmaps to be consumed by customers with varying levels of familiarity with the product or its underlying technology.
  • Experience supporting and validating development activities to ensure the solution is implemented as designed and meets our standards for exceptional user experience.
  • Experience working with teams to define project scope and providing strategies to ensure adherence to it.
  • Experience managing multiple projects and teams simultaneously, balancing priorities and resources against customer expectations to ensure on-time execution of work scope.
  • Excellent written and verbal communication skills.
  • Excellent relationship building and team leadership skills.
  • Ability to travel within the US and Canada approx. 10-25%, once COVID travel restrictions are lifted

Executive Order 1402, Ensuring Adequate COVID Safety Protocols for Federal Contractors

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: Columbus

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