Director, Technical Support, APAC

DIRECTOR, TECHNICAL SUPPORT

Position Summary:  

In Global Technical Support, we have a relentless focus on creating THE support experience for our customers. We truly believe that support is a key differentiator and enabler both for Bentley and our customers. Don’t believe us? Just ask our CEO!

We want our customer base to realize their business value through the Bentley portfolio of products. To do this, we must ensure that a best-in-class support experience is a natural reflex when we are engaged with our customers, helping them navigate any technical obstacles in their use and adoption of our products.

What you’ll do

As the regional leader for Global Technical Support, you will own the overall management of Bentley Technical Support for Asia. You will report directly to the Vice-President of Bentley Support and will create a culture of continuous improvement that ensures our customers are cared for throughout their support experience.  You will maintain a pulse on our APAC users and leverage the voice of the customer to influence change across Bentley.

Critical to the success of this role is demonstrated experience building for scale and operational excellence. In addition, you will be working with dynamic APAC leaders of complex organizations to set and execute shared priorities, including working closely with Bentley’s Sales & Services Management teams to deliver exceptional support experiences.

Engagement with our product and engineering teams is critical and you will collaborate with our development teams to ensure critical insights on the performance of our products is shared, to ensure a continued loop of information, all while helping drive customer resolutions requiring product and engineering support to a successful conclusion.

What you’ll accomplish

• While working as part of a Global Technical Support organization, your focus is to ensure our APAC customers feel that Bentley has their backs when they encounter technical issues

• Build solid, resilient culture of operational excellence

• Increase operational efficiency hitting SLA’s each quarter and driving positive sentiment scores

• Lead and inspire a team of professionals to achieve high rates of satisfaction and drive continued positive increase in the support experience as measured by NPS and CES returns as well as the colleague (employee) experience.

• Deliver and drive actionable insights to our product and engineering teams to both resolve customer challenges but also influence product quality, roadmap and be recognized as an outstanding business partner.

What you bring to the team

• Passion for customers: you have a customer-first mindset and have empathy for their situation. You enjoy listening to and learning from customers, and you understand how important it is that customers feel heard.

• Communication excellence: you have strong executive presence, the ability to distill complex technical information into clear, well-presented communications or presentations to a range of audiences.

• Problem Solving; you possess the ability to quickly assess and understand the impact and nature of complex issues, and drive teams towards identifying a root cause allowing successful de-escalation. You are pragmatic and bring objectivity to problem solving, ensuring that you can filter out noise and get right to the heart of a matter.

• A proactive and curious mindset; you are self-motivated to identify improvement initiatives and take ownership to deliver in coordination with key stakeholders. You are a champion of continuous improvement.

• Support Experience Excellence A deep understanding of managing large, global, remote teams providing cross time zone support to a highly technical customer base.

• A track record of managerial leadership, expertise and mentorship in growing & developing high-functioning teams and leaders

• Experience leading in a high growth, constantly changing environment

• Have a very strong ability to use quantitative data and metrics to drive clarity and decision making that will impact the team and the product’s success

• Experience building out solutions to support users at scale and across numerous platforms and products

• Outstanding operational excellence and ability to straddle between details and higher-level implications of critical business issues

• A strong track record of collaboration with engineering/product functions to resolve customer challenges and influence product roadmap and quality.

Minimum Criteria

• BSc In Computing, Software Development or Equivilant. Masters / MBA an advantage

• 10+ years in Technical/ Product / Customer Support building and nurturing strong cultural & diverse teams.

• 10+ years of demonstrable experience managing in a global technical support / contact centre environment interacting and partnering with peers throughout the geos.

• 10+ years of demonstrable experience interfacing comfortably with internal and customer executives up to C suite.

• 10+ years of demonstrable experience in fostering successful partnerships with customers and cross company

• 10+ years of clear demonstrable key partnerships with engineering/product & IT functions.

• ITIL, PROSCII, Certified Support, PMP/PRINCE accreditations advantageous

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 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.