Senior Program Manager, Support Operations

Senior program manager, Support Operations

Location: Home-Based- Europe

Position Summary

We are seeking a highly experienced and results-oriented Senior Support Leader to join our team. The ideal candidate will have over 10 years of progressive experience in support management, customer success, and business transformation. This role requires a strategic thinker with a proven record of accomplishment in planning and executing transformational support strategies, improving customer success outcomes, and driving continuous improvement while interfacing across disciplines and departments to achieve business objectives.  

We will rely on you for the following:

• Develop and implement novel support structures and functions to support business growth and customer satisfaction.
• Collaborate with internal teams to improve processes and enhance customer experience.
• Implement and manage critical tooling infrastructure projects, including contact center, workforce management, and CRM solutions.
• Drive business transformation initiatives to streamline and automate customer experiences, resulting in significant cost savings.
• Collaborating with all functions within the business unit to leverage program execution, and execute strategies and resources through the design of the program.
• Analyzing trends, patterns, etc. to drive new and unique ways to enhance programs to meet our users’ needs.
• Define strategic long-term and short-term program objectives supporting the business mission
• Establish policies and procedures governing program execution and accountability  
• Set priorities and milestones for individual projects and initiatives within the program
• Provide guidance to the organization, direct reports, and indirect reports

What You Bring to The Team:

• Bachelor's degree in engineering and/or related field. 

• Relevant Support or Project Related Certification  

• Extensive experience in support management, customer success, and business transformation. 

• Proven ability to lead and manage teams, drive continuous improvement, and achieve high customer satisfaction. 

• Strong strategic planning, problem-solving, and communication skills. 

• High emotional intelligence and ability to collaborate effectively with internal and external stakeholders. 

• Experience with data analysis, project management, and operations management. 

What would make you stand out:

• Experience in the software industry, particularly working in Global / Multinational SaaS or Technology organizations 

• A demonstrated knowledge of global support functions and CRM implementation including automation of workflows to route cases to the right resources right time 

• A fanatical support background with experience in resolving complex customer problems and/or escalations and how technology can assist in these scenarios. 

• Proven record of accomplishment of achieving high customer and colleague satisfaction through management of teams and/or delivery of projects and programs 

• Experience in implementing and managing large tool implementation projects such as CRM, WFM, and Contact Centre. 

• Managed and mentored teams or colleagues, ensuring high performance and professional growth. 

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards

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.

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