Escalation Manager

Escalation Manager

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 our products, ensuring our accounts and users are successfully meeting their business goals.

What you will do:

As Escalation Manager you will own the overall management of critical or escalated situations in your region for Bentley Systems. Within this role, you will oversee escalations, and ensure that the right resources align on a clear action plan, that through careful handling, will result in the de-escalation of the situation. You will be responsible for driving complex, escalated cases which have high visibility to resolution, and for ensuring that post-escalation and lessons-learned reviews are conducted. You will be a champion for continuous learning and improvement to help ensure Bentley is thinking proactively and preventatively. You will be passionate about customers, be capable of working and driving action cross-functionally and enjoy collaborating with others.

Responsibilities will include:

• Own and drive the resolution of complex and critical escalated cases, ensuring careful handling of customers to bring about de-escalation rapidly.
• Be responsible for managing expectations by ensuring every escalated case has a clear problem definition, objectives for de-escalation, and an action plan.
• Work collaboratively across the business to align the right resources needed to bring an escalation to resolution.
• Be the primary point of contact for and during escalations, providing timely updates to a range of stakeholders including internally and externally with customers.
• Communicate clearly with stakeholders on the action plan, owners, and timelines and hold others accountable to commitments made.
• Be responsible for the validation and quantification of impact of escalated cases, and on de-escalation or closure, including cost impact.
• Conduct post-mortems or root cause analysis of escalated cases and be responsible for providing a closed loop back to the business on lessons learned and continuous improvement opportunities.

Who we are looking for:

• 5+ years of SaaS/Software or other high-tech industry, management consulting, or escalations experience
• Bachelor’s degree in Business, Architecture, or Engineering; advanced business degree preferred.
• Experienced in escalation management, resilient in high-stakes situations, and calm under pressure.
• Previous experience with Bentley’s product portfolio preferred.
• Strong ability to influence and collaborate is a must in this position. Success will be measured by your ability to influence in challenging and high-risk situations.
• Passionate about 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.
• Excellent communicator: you have a strong executive presence, the ability to distill complex technical information into clear, well-presented communications or presentations to a range of audiences.
• Demonstrated problem solver: 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.
• 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.