Job Description
Manager, Enterprise User Success – Remote, USA
Location: Philadelphia, PA, US, 19145
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 include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent’s leading geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries.
Location: This position has the flexibility to accomodate hybrid, fully remote, or in-office work to qualified candidates in the USA
About the Job
The Manager, Enterprise User Success will manage a team of 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 product 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.
What You Will Do:
- Lead, coach, and mentor a team of 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.
- 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 drive results in ambiguous environment
- Service – leader mentality, driven to help those around succeed in their careers and as a valuable member of the Enterprise Success global team
- Passion for user experience, and an understanding of the User Success industry landscape and best practices (TSIA, LAER, Customer Journey Mapping, standard KPIs)
- Excellent communication skills, including writing, proof-reading skills and confidently speak in front of C-suite stakeholders
- Consummate team player at the core, with years of cultivating strong partnerships with sales, product, support, etc.
- Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence – overall effectiveness in dealing with adult learners
- Flexible in traveling to engage in account and user meetings and/or Bentley team meetings
- Ability to be virtually connected to others around the work in multiple time zones and effective communication with others from different countries, languages and cultures
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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 and EEO is the Law Supplement documents provide additional information about your rights as an applicant under the law.
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.
