Enterprise Customer Success Manager

 

 

Enterprise Customer Success Manager

 

As an Enterprise Success Manager, you will work with our accounts to help them move toward their ever-evolving desired outcomes. Leveraging your practical industry and domain-specific knowledge, business acumen, relationship management and broad understanding of Bentley solutions you will position yourself as a trusted advisor to our users to help them win in their business while maximizing their return on investment in Bentley solutions.

 

You will be orchestrating a wide group of business, process, and solution specialists in Bentley to define and deliver an account-specific Success Plan.  You will also advocate inside the company to influence our product development roadmaps and improve the accounts overall experience.

 

Location: Preferred to be located near any of Bentley’s offices in North America, although remote/hybrid work model will be considered.

 

What You’ll Do:

 

As a key member of the account teams for your set of named accounts, you will help Bentley's enterprise accounts maximize their investment in our technology, services, and other resources by:

 

• Engaging with key account stakeholders to facilitate capturing business outcomes.
• Being a trusted advisor, and positioning and prioritizing improvements in their digital workflows to create strategic, account-specific Success Plans
• Continuously striving to increase the account's health and satisfaction scores.
• Orchestrating the focus of cross-functional teams at Bentley, on behalf of the User
• Continuously measuring results, course correcting when and where necessary, and proactively advising accounts on improving adoption of Bentley solutions and services
• Improving users' awareness of what is possible by connecting them with our information and collaboration platforms.
• Leading post-sales adoption engagements with the account, including coordination with Account Management, Support Account Management, Services, and Product Management/Development
• Reviewing progress toward desired business and strategic outcomes through regular operational and business reviews
• Maintain a cadence of communicating with accounts about their adoption trends, sentiment, and mining for opportunities for engagement by providing a valid point of view.
• Schedule and host Monthly and Quarterly business reviews
• Schedule and host Executive Business Reviews with a strategic, outcome focused delivery
• Own User Strategic Success Plan: collaborate with user/internal success team for plan creation, execute and update plan.

 

What We’re Looking For:

 

Not all applicants will have the exact experience listed below.  Bentley values the experience and diverse skillsets from professionals with both Customer Success Management 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.

 

• BA/BS in a technical or business concentration
• Experience in Customer Success, Consulting, Account Management, or another client-facing role
• Ideally 8+ years of experience working for or with engineering or construction firms or an understanding of the business drivers in the infrastructure industry.
• Experience working with complex, multi-divisional, multi-geographical customers.
• Strong leadership skills and action-oriented
• Impressive executive presence and communication abilities
• Ability to create structure in ambiguous situations and design effective processes.
• Passion for technology and for being a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Travel may be required (minimally) for meetings with account stakeholders.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

 

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, Seeque