Senior Manager, Enterprise Success

Location: Home-Based or Hybrid - Singapore/Malaysia

Position Summary:

The Senior Manager, Enterprise Success will drive business outcomes for our users by providing them value realization while increasing usage and learnings for Bentley. They will report directly to the Senior Director, Enterprise Success and lead a team of Enterprise Success Managers who work directly with Bentley’s enterprise accounts and users. Taking a proactive approach, the Senior Manager will coach, mentor, and guide their team to ensure accounts realize the full potential of Bentley Systems products, solutions and services. They will look after a small number of accounts that they will be directly accountable for.  The Enterprise Success Management team engages with account stakeholders to facilitate capturing desired business objectives to create success plans with clear deliverables and measurable outcomes.  The Enterprise Success team are advocates and advisors responsible for the account health and value realization. The Senior Manager plays a critical role within the organization, focused on building, coaching, and guiding a team of Success Managers to drive consistent, value-added growth to enterprise AEC and Owner accounts. They will network internally to proactively develop trusting and productive relationships with peers and leaders in other areas of Bentley (getting stuff done effectively and efficiently in a company the size of Bentley requires strong internal networking skills)  They will proactively identify projects to help improve the team skills/productivity and manages them to completion

Why Enterprise Success and Why Now

In Enterprise 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 happening in our industry, we understand driving continuous adoption of our technology is paramount to a successful engagement with our users, and as such, we have created an Enterprise Success Team focused on increasing adoption and satisfaction with all our solutions, ensuring our accounts and users are successfully meeting their business goals.

Your Day-to-Day:

• Lead, coach, and mentor a team of Enterprise Success Managers on best practices and how to best prioritize their workload, creation of success plans, scaling and improving consistency
• Be accountable for a couple of key accounts within the region
• Create the structure, process, and systems so the team’s efforts are consistent, repeatable, reliable, and measurable
• Analyze account and user metrics and guide the Success Managers to ensure Success Plans are executed successfully and accounts realize their business outcomes
• Establish trusted advisor relationships with enterprise account stakeholders as needed, ensuring activities are closely aligned with the account’s desired business outcomes
• Monitor account health to identify risks in revenue and application usage drop, and work proactively with the team to eliminate these risks
• Partner with cross business unit leaders within the Bentley organization (Sales, Solution Engineering, Product Advancement Groups, Marketing, Support, and others), and advocate on behalf of the account/user
• Be the trusted advisor that the account teams go to for advice and guidance on escalations within accounts, help guide them through challenging situations
• Demonstrate the business value positioning, acting as an evangelist and exhibiting knowledge of the account’s industry and ecosystem
• Ensure new colleague onboarding and education is smooth and seamless via mentoring, coaching and training with best practices and new methods

What You Bring to The Team:

Not all applicants will have the exact experience listed below.  Bentley values the experience and diverse skillsets from professionals with both Customer Success and other backgrounds for this role.  A strong candidate has many of the qualifications listed below, but we encourage you to apply even if your background differs.

• Bachelor’s degree in Business, Computer Science, Engineering or related field, or comparable education and work experience. MS/MBA preferred.
• 10+ years of increasing responsibility in enterprise-level customer success, account management, or strategic consulting organizations. SaaS experience preferred
• 5+ years in a leadership/management role, with the ability to motivates and inspire others, and significant prior experience defining and implementing best practices for user facing teams
• A strong understanding of BIM Methodology and the lifecycle of Infrastructure projects
• Strong empathy for users and passion for revenue and usage growth
• Deep understanding of value drivers and recurring revenue business models
• Strategic thinker combined with strong ability to execute and drive results in ambiguous environment
• Service - leader mentality, driven to help those around succeed in their careers and as a valuable member of the Enterprise Success global team
• Passion for user experience, and an understanding of the User Success industry landscape and best practices (TSIA, LAER, Customer Journey Mapping, standard KPIs)
• Excellent communication skills, including writing, proof-reading skills and confidently speak in front of C-suite stakeholders
• Consummate team player at the core, with years of cultivating strong partnerships with sales, solution engineering, product, support, etc.
• Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
• Flexible in traveling to engage in account and user meetings and/or Bentley team meetings
• Ability to be virtually connected to others around the work in multiple time zones and effective communication with others from different countries, languages and cultures

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:

<span style="font-family:"Calibri",sans-serif">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.