Manager, Enterprise User Success

Manager, Enterprise User Success

 

 

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

 

Why Bentley

 

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.

 

Why User Success and Why Now

 

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.

 

About the Job

 

The Manager, 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 Director, Enterprise User Success and lead a team of Enterprise Success Managers who work directly with Bentley’s enterprise accounts and users. Taking a proactive approach, the Manager will coach, mentor, and guide their team to ensure accounts realize the full potential of Bentley Systems products, solutions and services.

 

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 User Success team are advocates and advisors responsible for the account health and value realization. The 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 collaborate cross-functionally with teams such as Sales, Product Management, and the broader growing team to support our ambitious growth goals for 2024 and beyond.

 

 

What You Will Do:

 

• 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.

• 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, Product Advancement Groups, Marketing, Support, and others), and advocate on behalf of the account/user
• 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 We Are 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 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.
• 8+ 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
• 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