Senior Support Account Manager

Senior Support Account Manager

 

Location: Home-based in the US

 

Position Summary:

You will transform and guide the day-to-day working relationship with Bentley’s Enterprise, strategic accounts. We differentiate Bentley’s support offerings in Enterprise accounts by developing a trusted relationship that demonstrates Bentley’s commitment to them.  You will ensure priorities are addressed, support commitments delivered upon, and accounts are in the best position to gain maximum value from their Bentley product investment. You will work alongside a global team of Support Account Managers, Managed Services, and Product Support Engineers, motivating them to ensure the highest standards of attention and service. Along with forging strong relationships with Enterprise Success, Sales, Services, Product Management, and Development teams to deliver an all-around support and product experience. You will be a cornerstone of the success of Enterprise 365 accounts. 

 

Your Day-to-Day:

Develop co-operative relationships with key stakeholders within your accounts to demonstrate the value of Bentley’s support offerings by:

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

 

Additionally, as Senior Support Account Manager, you will:

 

• Take the initiative to innovate team processes and ability to drive more value for clients.
• Demonstrate deeper insights towards client programs that advance the Bentley relationship. 
• Lead and coach within the SAM team where possible.
• Build relationships cross-functionally, spanning multiple stakeholder groups.