Support Account Manager

Description

• 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.
• Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set.
• Acting as a first point of escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
• Contribute to Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends, and concerns.
• Working with Support and other teams to identify gaps in the support process that might impede effective progress for accounts and work with managers to help close those gaps.
• Monitoring open cases and escalating to Support teams to ensure SLAs are met and exceeded.
• Escalating important issues with the relevant Support, Product Management, or Development teams to ensure timely responses and resolution of high-priority issues.
• Ensuring ongoing visibility within Bentley of your customer’s direction and needs.
• Managing regular Service Requests and operational reviews with your assigned customers.

Requirements

• 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.
• Proven ability to work closely with customers and develop excellent working relationships.
• A minimum of 4 years experience as a Technical Account Manager, Support Account Manager, or Support Engineer/Analyst is required.
• Creative thinking, problem-solving, and desire to find the best outcomes for challenging situations.
• Knowledge of customer support processes and tools.
• Strong organization skills and attention to detail, along with the ability to use initiative to identify and progress issues for your assigned accounts.
• Great communication skills, the ability to work well with others and to achieve mutually beneficial outcomes.
• Experience working in the software industry is required. Experience with Bentley or other related industry software is an advantage.

Benefits

• An attractive salary and benefits package.
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.

Training + Development

Interview process

Visa Sponsorship

Security clearance