Hybrid Enterprise Support Account Manager

Bentley Systems; Dublin; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Bentley Impact Day

Recognition programs

Inclusion initiatives

Job summary

Bentley Systems in Dublin, Ireland, is seeking an experienced Support Account Manager to manage strategic Enterprise accounts and ensure priority issues are resolved promptly. You will coordinate with global teams and senior stakeholders to deliver value from Bentley products and services.

You will act as first point of escalation, monitor cases, lead quarterly business reviews, and drive service improvements, while maintaining strong relationships with Enterprise Success, Sales, Services, and

Qualifications

• Proven ability to work closely with customers, build strong working relationships, and achieve mutually beneficial outcomes.
• A minimum of 4 years’ experience as a Support Account Manager and/or Escalation Manager is highly preferred.
• Experience working in the software industry is required.
• Strong knowledge of customer support processes, tools, and service management practices.
• Working knowledge of enterprise software architectures and concepts, including client-server, cloud, SaaS, identity, networking, enterprise deployment, configuration, upgrades, and integrations.
• Excellent communication skills, with the ability to translate case findings, risks, dependencies, and recommended actions into clear guidance for executive customer stakeholders.
• Experience using reporting tools and advanced spreadsheet analysis to identify case trends, recurring defects, adoption risks, and improvement opportunities.
• Strong organisational skills and attention to detail, with the ability to use initiative, identify and progress account issues, and develop creative solutions to challenging situations.
• Experience in Architecture, Engineering and Construction (AEC), process manufacturing operations, mining, or civil infrastructure is an advantage.
• Experience with Agile methodologies and tools, with familiarity with ITIL or other service management frameworks.
• Fluency in English is required.
• Highly motivated and achievement-oriented, with the ability to contribute positively to a dynamic team environment.

Responsibilities

• 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 Technical Support teams to ensure SLAs and SLOs are met and exceeded.
• Managing regular Service Requests 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/Leading Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends and concerns.
• Work with Technical Support leadership to identify gaps in Technical Support processes and highlight areas for improvement.

Skills

Customer relationships

Escalation management

Software industry exp

English fluency

ITIL familiarity

Agile methodologies

Stakeholder management

Job description

Bentley Systems in Dublin, Ireland, is seeking an experienced Support Account Manager to manage strategic Enterprise accounts and ensure priority issues are resolved promptly. You will coordinate with global teams and senior stakeholders to deliver value from Bentley products and services.

You will act as first point of escalation, monitor cases, lead quarterly business reviews, and drive service improvements, while maintaining strong relationships with Enterprise Success, Sales, Services, and