Director, De-Escalation

Location: US (Hybrid, Home Based, or Office Based)

What You Will Do:

As Director responsible for De-Escalation, you will own the overall management of critical or escalated situations for Bentley Systems. Within this role, you will oversee a team of escalation managers focused on ensuring the right resources are aligned with a clear action plan, that through careful handling will result in the de-escalation of the situation. You will be personally responsible for driving the most complex, escalated cases which have high visibility to resolution, and for ensuring post-escalation review and lessons learned 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, capable of working and driving action cross-functionally, and enjoy collaborating with others.

Responsibilities Include:

• Own and drive the resolution of complex and critical escalated cases, ensuring careful handling of customers to bring about rapid de-escalation.
• Build and lead a team of escalation managers to provide high-quality support to de-escalate cases and be accountable for the ongoing training and development of the team.
• 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 complex escalations, providing timely updates to a range of stakeholders including executive level internally and externally with customers.
• Communicate clearly with stakeholders on the action plan, owners, and timelines and hold others accountable for commitments made.
• Be responsible for the validation and quantification of the impact of escalated cases, and on de-escalation or closure, ensure an assessment of cost is provided back to the business.
• Oversee the execution of post-mortems or root cause analysis of escalated cases and be responsible for ensuring a closed loop back to the business on lessons learned and continuous improvement opportunities.
• Be responsible for developing and reporting against key success metrics for the de-escalation program.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements). The role requires communication with managers, peers, and other colleagues of the company in person, and by utilizing Microsoft Teams chat, calling, and meeting functions.
• This role does not require travel.

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 and/or equivalent experience.
• Experienced in de-escalation management, resilient in high-stakes situations, and calm under pressure.
• A minimum of 4 years of people management experience motivating teams to perform to the best of their ability.
• Previous experience with Bentley’s product portfolio is preferred.
• A strong ability to influence and collaborate is a must in this position, as success will be measured by the 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, and 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.
• 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.

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’ 5,000 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, 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 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

#LI-AK1

#LI-REMOTE