Vice President, Technical Support

　　The Vice President of Technical Support will spearhead our global, multi-channel support organization, dedicated to delivering exceptional experiences to our users worldwide, removes barriers to adoption and improves value achievement. The VP plays a pivotal role in portraying our company as a leader in customer service. The ideal candidate will have experience in leading a successful global support organization, have an innovative problem-solving streak, and be passionate about customer success. This role will report to the Chief Success Officer of Bentley Systems.

　　Responsibilities:

　　Lead the Customer Service, Technical Support, and work closely with the leaders of the cross functional Service and Support teams (including Managed Services, Technical Success Management and Success Services) to achieve customer and operational excellence by delivering exceptional service, spearheading key operational service initiatives, and a culture of continuous improvement.

　　Develop a long-term strategy and execution roadmap to sustainably scale Support for our users.

　　Collaborate closely with other leaders across the organization, including Sales, Product Management, FinOps and IT to ensure an effective partnership and unified support strategy.

　　Drive continuous improvement and champion positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth.

　　Leverage tech enabled operations (e.g., AI, Chatbots, Agent Assist, Tooling) to improve the overall user experience.

　　Own end-to-end Support lifecycle in a multi-channel environment (e.g., Chat, Email, Call) with specialized routing for a complex product portfolio

　　Measure and manage critical operational metrics and OKRs to achieve broader Company goals, as well as defining and monitoring key metrics to ensure product performance and supportability.

　　Provide escalation leadership and support institutional learning through strong cross-functional communication and best practice sharing.

　　Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders.

　　Reinforce cross-functional communication, collaboration, and thorough documentation by implementing and assessing process adoption and system integrations.

　　Develop listening points in the customer journey and provide insights to the business that empower senior leadership with actionable data from user feedback, product performance, and account trends.

　　Measure and prioritize individual and team contributions centered on enabling global resources to deliver excellence and remote support.

　　Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers.

　　Identify product and process improvements that drive user loyalty and satisfaction throughout the product life cycle.

　　Hire and develop world class talent throughout the Service and Support organization.

　　Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and achieve business outcomes.

　　Manage budget, drive capacity planning, and identify needs and present investments required to improve service levels and user experience.

　　Required Knowledge, Skills, or Abilities

　　10+ years’ experience leading 150+ person organization in a high-growth SaaS/Cloud environment across geographies and languages.

　　Deep understanding of B2C customer support methodologies, having designed and implemented impactful customer support techniques in a high growth business.

　　Strong interest in AI technologies such as ChatGPT

　　Experience implementing and driving Knowledge, Self-Service, CRM, ERP, and Incident management tools for customer support processes.

　　Experience leading hyper growing teams through a hands-on and collaborative approach to management

　　Experience leading Support systems strategy with common systems (e.g., Salesforce, Talkdesk, Tableau, contact centers, and specifically ServiceNow)

　　Proven expertise in analyzing and reporting support operations metrics.

　　Strong understanding of value drivers in recurring revenue business models

　　Strong empathy for customers AND passion for revenue and growth

　　Analytical and process-oriented mindset

　　Demonstrated desire for continuous learning and improvement.

　　An enthusiastic and creative leader with the ability to inspire others.

　　Consulting experience in a technical project management function a plus

　　Customer-facing experience with large enterprise clients is preferred.

　　Requires sitting or standing at will while performing work on a computer (or any other physical requirements (https://www.bls.gov/ors/factsheet/visual-overview-of-physical-demands.htm) ).

　　This role requires some travel.

　　Relevant bachelor’s degree

　　MBA or relevant graduate degree is strongly preferred.

　　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, 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. www.bentley.com

　　Equal Opportunity Employer:

　　Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age, or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. EEO is the Law (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf) and EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) documents provide additional information about your rights as an applicant under the law.

　　Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination (https://www.bentley.com/wp-content/uploads/Bentley-EEOAA-Statement-of-Policy.pdf)

　　Bentley participates in e-Verify / Bentley participate in e-Verify / Right to Work Notice

　　Request an Accommodation:

　　As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling 610-458-5000 or sending us an email at [email protected]

　　Equal Opportunity Employer/Minorities/Females/Veterans/Disabled