Senior Director, Enterprise Success Management

<p>Location: Ireland, Portugal, and Poland (office-based/hybrid)</p> <p> </p> <p>Why Bentley</p> <p>Around the world, engineers and architects, constructors, and owner-operators are using Bentley’s software solutions to accelerate project delivery and improve asset performance for the infrastructure that sustains our economy and our environment. Together, we are advancing infrastructure.</p> <p> </p> <p>Why User Success and Why Now</p> <p>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 solutions, ensuring our accounts and users are successfully meeting their business goals.</p> <p> </p> <p>Position Summary</p> <p>The EMEA Senior Director, Enterprise User 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 Vice-President of Global User Success and lead a team of line managers and success managers. As the EMEA Senior Director for Enterprise User Success, they will be responsible for developing and executing strategic initiatives and owning revenue and sentiment-related targets including NPS, retention, and usage targets. They will collaborate cross-functionally with teams such as Sales, Product Management, and the broader growing team to support our ambitious growth goals for 2023 and beyond.</p> <p> </p> <p>Your Day-to-Day</p> <ul> <li>Your team and work will have high visibility. You will be a driving force of usage growth, high customer satisfaction, and actionable insights, and you will be a strong advocate for both the customer and your team. Your leadership team will be responsible for scaling a top-performing success management practice.</li> <li>Lead, coach, and a Success Management team on best practices and to retain and grow sentiment and usage at our Enterprise accounts.</li> <li>Create the structure, process, and systems so the team’s efforts are consistent, repeatable, reliable, and measurable.</li> <li>Establish trusted advisor relationships with executive-level peers in sales and with enterprise account stakeholders at the C-Level as needed, ensuring activities are closely aligned with Bentley’s and our account’s desired business outcomes.</li> <li>Monitor account health in the region to identify risks in revenue and application usage drop, and work proactively with the team to eliminate these risks.</li> </ul> <p> </p> <p>What You Bring to The Team</p> <p><em>Not all applicants will have the exact experience listed below. Bentley values the experience and diverse skills of 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.</em></p> <ul> <li>Bachelor’s degree in Business, Computer Science, Engineering, or related field, or comparable education and work experience. MS/MBA preferred.</li> <li>15+ years of increasing responsibility in enterprise-level customer success, account management, or strategic consulting organizations. SaaS experience preferred.</li> <li>15+ years in a leadership/management role, with the ability to motivate and inspire others, and significant prior experience defining and implementing best practices for user-facing teams.</li> <li>Relentlessly sets aggressive short and long-term goals and possesses a strong internal drive to achieve them.</li> <li>Builds and deepens relationships with people, understands their needs and goals, and sees solutions through.</li> <li>Searches for reasons and causes and can synthesize quantitative and qualitative data, make data-driven decisions, and use (often incomplete) data to identify gaps and opportunities.</li> <li>Wants to bring stories to life, energize them, and make them exciting and vivid.</li> <li>Strong empathy for users and passion for sentiment and usage growth.</li> <li>Deep understanding of value drivers and recurring revenue business models.</li> <li>Strategic thinker combined with a strong ability to execute and drive results in an ambiguous environment.</li> <li>Service-leader mentality, driven to help those around to succeed in their careers and as a valuable member of the Enterprise Success global team.</li> <li>Passion for user experience, and an understanding of the User Success industry landscape and best practices (LAER, Customer Journey Mapping, standard KPIs).</li> <li>Excellent communication skills, including writing, and proofreading skills, and confidently speak in front of C-suite stakeholders.</li> <li>Consummate team player at the core, with year