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Program Manager - Services Performance - Remote, USA

Date: Jun 14, 2022

Location: Philadelphia, PA, US, 19102

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 geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries.<>


Location:  We are open to this candidate working remotely anywhere in the USA


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 in our industry, we understand that driving continuous adoption of our technology is paramount to a successful engagement with our users. 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'll do: 

As a User Success Offerings Manager, you will partner and work across the organization to create industry-leading service offerings that realize business value for our users and for Bentley. As a member of the User Success Offerings team, you will be applying your rigor and attention to detail to manage the cost of our offering’s portfolio, improve profit margin efficiency and provide input into the headcount strategy. You will also monitor the performance of our existing offerings portfolio, verify their impact on our users and provide improvement recommendations to the business decision-makers to influence how we can improve the overall user experience. The insight you will generate will help create distinctive experiences that matter. 


 What you'll accomplish:

  • Ensure the ability of business leaders to make investment/divestment decisions 
  • Provide an organizational understanding of the service offering performance 
  • Help allocate resources to the right offerings, service levels, and features to maximize the impact 
  • Directly impact the profit margin improvement and portfolio effectiveness 
  • Help business leaders make data-driven decisions to meet short- and long-term capacity demands within a defined budget 


Your day-to-day: 

  • Drive execution of our service offering innovation framework and the related initiatives 
  • Continually improve our service offering innovation practice to amplify the business impact 
  • Partner and communicate cross-functionally to provide service performance insights and highlight the ongoing performance issues that require further escalation and action to ensure improved service offerings performance  
  • Develop an acute understanding of service offerings' cost drivers and act as a trusted advisor to our colleagues on how to gather, interpret and share the cost-to-serve data 
  • Create and maintain the cost-to-serve and headcount models for the User Success organization, visualize patterns and trends to determine whether service demands by users are underutilizing or exceeding current capacity 
  • Work with business leaders to establish and clarify service level objectives, metrics, and targets and set up the service performance & reporting capability (including the process, governance, scorecards, investigations, improvement plans/recommendations, reviews, etc.). 
  • Track, develop & provide regular insight on key performance indicators and quality criteria across provisioning, assurance, and quality of user experience, highlighting inconsistencies and underperformance  
  • Track correlation between input indicators (behavior, service feature adoption) and output indicators (usage, attrition, retention, profit margin, sentiment) 
  • Empower the delivery teams to allocate resources to the right service offerings through data and insights 
  • Act as an innovator to identify and recommend opportunities to optimize or simplify our offerings 
  • Identify, analyze, and build justifications for improvements with known impact, and monitor and report on service improvement initiatives and benefits to business leaders  
  • Ongoing monitoring of business demands to help our leaders build a talent pipeline to execute our service offerings 
  • Lead the planning, execution, monitoring, and closing of initiatives to support the team's objectives and key results within the stipulated timeframe 
  • Contribute to thought leadership related to service cost and performance management 


  What you bring to the team: 

  • 8+ years of experience in managing /leading complex projects, programs, and corporate initiatives to develop and improve the process, quality, and performance 
  • 5+ years of experience in quality, performance and cost/resource planning, management, and control 
  • Advanced understanding of XaaS metrics 
  • High numeracy, analytical and commercial skills with advanced use of Excel, PowerBI, and PowerPoint 
  • Advanced communication, influencing, and facilitation skills at all levels for meetings, interviews, workshops, and briefings with a high degree of autonomy and with the ability and persistence to build trusted relationships and drive change 
  • Strong expertise in being data and insight-driven and recommending concrete actions from them 
  • Ability to work on own initiative, driving cross-functional outcomes - entrepreneur within the organization with a growth mindset, adaptability, and appetite for continuous innovation 
  • Ability and motivation to raise the bar for yourself and the team 
  • Comprehensive understanding of key performance indicators and measures used to assess service quality 
  • 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. 
  • Creative thinking, problem-solving, and a solid ability to use own initiative to identify and progress business initiatives 
  • Knowledge of Bentley Products and demonstrated industry experience (built environment) is a plus 
  • University Degree in Engineering, Business, Product Management, or similar preferred 
  • Project and cost management/controls certification desirable 
  • Requires sitting or standing at will while performing work on a computer. The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling and meeting functions.
  • This role requires travelling up to 20%





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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