Escalation Manager

De-Escalation Manager

(Please submit resume in English)

Location: This role offers the flexibility of being home-based for qualified candidates in Brazil

What You Will Do:

Join our team as Escalation Manager and take the lead in managing critical situations, ensuring a swift and effective resolution. Your role will be pivotal in overseeing escalations, aligning resources, and crafting clear action plans that result in successful de-escalation. You'll be at the forefront of driving complex cases to resolution and championing a culture of continuous learning and improvement. 

Responsibilities Will Include:

• Take ownership of escalated cases, guiding them to a rapid and careful resolution.
• Manage expectations with a clear problem definition, de-escalation objectives, and a detailed action plan.
• Collaborate across the business to align the necessary resources for resolving escalations.
• Serve as the primary point of contact during escalations, providing timely updates to all stakeholders.
• Communicate effectively with stakeholders, ensuring accountability and adherence to the action plan.
• Validate and quantify the impact of escalated cases, including cost implications upon de-escalation or closure.
• Conduct thorough reviews post-escalation to share lessons learned and identify continuous improvement opportunities.

Who We Are Looking For:

• Individuals with 5+ years of experience in SaaS/Software or related high-tech industries, management consulting, or escalations.
• Candidates with a bachelor’s degree in business, Information System Management, or Engineering; an advanced business degree is preferred.
• Professionals who are resilient, calm under pressure, and experienced in managing escalations.
• Those with a strong ability to influence and collaborate, ensuring success in challenging, high-risk situations.
• Passionate customer advocates who empathize with customers and prioritize their needs.

• Excellent communicators with a strong executive presence and the ability to present complex information clearly.
• Problem solvers who can quickly assess complex issues, drive towards identifying root causes, and facilitate successful de-escalation.
• Proactive and curious individuals who are self-motivated to identify and lead improvement initiatives.

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.