Senior Director, Global Technical Support EMEA

Location: London or Dublin – Hybrid

Position Summary:

In User 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 a User Success Team focused on increasing adoption and satisfaction with all our products, ensuring our accounts and users are successfully meeting their business goals.

Your Day-to-Day:

• Ensure EMEA users feel that Bentley has their backs when they encounter technical issues.
• Build solid, resilient culture of operational excellence.
• Increase operational efficiency of the EMEA while hitting SLA’s each quarter and driving positive sentiment scores.
• Lead and inspire a team of professionals to achieve high rates of adoption, satisfaction, and renewals.

What You Bring to The Team:

• User Focused:
  • 10+ years in customer support and/or customer service.
  • Consistently strive to build a user-focused culture.
  • Monitor systems and performance to ensure user focus is top of mind in all processes.
• Operational Excellence:
  • 8+ years of experience in fostering successful partnerships with customers.
  • Manages rigorous process from incident to improvement including root cause analysis and problem management to prevent issue reoccurrence.
  • Focused on exceeding customer expectations through the continuous improvement of the operational processes and the culture of the organization.  
• Stakeholder Management:
  • 8+ years of experience interacting with internal and customer executives.
  • Generates support for escalation transformation among AAG/User Success leaders across the region creating true partnering relationships and buy in for the support and support processes.
• Talent Scout:
  • 8+ years of experience managing global teams.
  • Builds a culture of integrity, always problem-solving, daily continuous improvement mind-set, level of knowledge, teamwork, and process driven.
  • Future proof the change by attracting and retaining top talent.

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 diverse international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

Who We Are:

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’ 5,000 colleagues generate annual revenues of more than $1 billion in 194 countries.

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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