Support Account Manager

Support Account Manager

Location: Home-based, US (PST preferred)

Position Summary:

You will transform and guide the day-to-day working relationship with Bentley’s Enterprise, strategic accounts. We differentiate Bentley’s support offerings in Enterprise accounts by developing a trusted relationship that demonstrates Bentley’s commitment to them. You will ensure priorities are addressed, support commitments delivered upon and accounts are in the best position to gain maximum value from their Bentley product investment. You will work alongside a global team of Support Account Managers, Managed Services and Product Support Engineers, motivating them to ensure the highest standards of attention and service. Along with forging strong relationships with Enterprise Success, Sales, Services, Product Management and Development teams to deliver an all-round support and product experience. You will be a cornerstone of the success of Enterprise 365 accounts.

Responsibilities:

Develop co-operative relationships with stakeholders within your accounts to demonstrate the value of Bentley’s support offerings by:

• Acting as a first point of elevation and escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
• Monitoring open cases and escalating to Support teams to ensure SLAs and SLOs are met and exceeded.
• Managing regular Service Request and operational reviews with your assigned customers.
• Reviewing trends to identify opportunities for learning or improvement, leading to enhanced product use.
• Involving the right technical resources to ensure improved time to value in the use of Bentley products.
• Ensuring ongoing visibility within Bentley of your customer’s direction and needs.
• Escalating important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues.
• Contribute to Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends and concerns.
• Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set.
• Working with Support and cross-functional teams to identify and resolve process gaps that impede account progress, partnering with managers to implement effective solutions. 

Qualifications:

• A minimum of 4 years’ experience as Technical Account Manager, Support Account Manager or Support Engineer/Analyst is required.
• Experience working in the software industry required. Experience with Bentley or other related industry software is advantageous.
• 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 is preferred.
• Proven ability to build strong customer relationships and collaborate effectively with cross-functional teams through excellent communication and a focus on achieving mutually beneficial outcomes.
• Strong organization skills and attention to detail, along with the ability to use own initiative to identify and progress issues for your assigned accounts.
• Knowledge of customer support processes and tools.
• Creative thinking, problem-solving and desire to find the best outcomes for challenging situations.

• Highly motivated and achievement-oriented, with a strong commitment to contributing positively within a dynamic team environment. T
• This is a full-time role expected to work 40 hours per week, home-based in the US.
• 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 (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
• This role does not require travel.

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

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. 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, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic.  This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know 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

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