Support Manager

Location: Hybrid or Home-based in the US

Job Summary: We are seeking an experienced and results-oriented Support Leader to join our team. The ideal candidate will have over 3-5 years of progressive experience in support management, customer success, and business transformation. This role requires someone with a proven record of successfully managing the day-to-day operations of a team, improving customer success outcomes, and driving continuous improvement. Flexible location but must work East Coast US hours.

Key Responsibilities:

• Develop and implement novel support structures and functions to support business growth and customer satisfaction

• Manage day-to-day activities of a support team

• Collaborate with internal teams to improve processes and enhance customer experience

• Actively plan and participate in projects towards continuous team improvement/involvement

Qualifications:

• Bachelor's degree in a relevant business field

• 3-5 years’ experience in support management, customer success, or business transformation

• Proven ability to lead and manage teams, drive continuous improvement, and achieve high customer satisfaction.

• Best in class demonstrated problem-solving and communication skills

• High emotional intelligence and ability to collaborate effectively with internal and external stakeholders.

• Experience with data analysis, project management, and operations management

Preferred Experience:

• Experience in the software industry, particularly working in Global / Multinational SaaS or Technology organizations

• A demonstrated knowledge of global support functions and CRM implementation, including automation of workflows to route cases to the right resources at the right time

• A support background with experience in resolving complex customer problems and/or escalations and how technology can assist in these scenarios

• Proven record of accomplishment of achieving high customer and colleague satisfaction through management of teams and/or delivery of projects and programs

• Managed and mentored teams or colleagues, ensuring high performance and professional growth

• 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 minimal travel.

Key Skills:

• Leadership

• Continuous Improvement

• Customer Relations

• Collaboration

• Problem Solving

• Communication

• High Emotional IQ

• Project Management

• Data Analysis

• Team Leadership

• Mentorship

• Support Management

• Fluent English Speaking

What We Offer:

• A great Team and culture – please see our Recruitment Video .

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.

• Competitive Salary and benefits.

• The opportunity to work within a global and diverse international team.

• A supportive and collaborative environment.

• Colleague Recognition Awards.

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’ 5,200 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, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights (https://www.dol.gov/agencies/ofccp/posters) 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 disabilityrequest@bentley.com

Equal Opportunity Employer/Minorities/Females/Veterans/Disabled