Support Account Manager

Bentley Systems; Ireland; On-site; EUR 45,000 - 65,000; Full time

Job summary

A leading software company seeks a Support Account Manager to enhance customer relationships and optimize support offerings. The ideal candidate will have over 4 years of experience in technical support roles, excellent communication skills, and the ability to manage customer escalations effectively. Join a dynamic team focused on maximizing the value of Bentley’s software for strategic accounts while working in a hybrid office environment.

Benefits

Great Team and culture

Competitive Salary and benefits

Opportunity for global team collaboration

Colleague Recognition Awards

Qualifications

• Minimum of 4 years experience in Technical Account or Support roles.
• Experience in software industry preferred.
• Excellent relationship-building skills required.

Responsibilities

• Develop relationships with key stakeholders in client accounts.
• Manage escalations and ensure timely resolution of customer issues.
• Conduct regular Service Requests and operational reviews.

Skills

Communication

Problem-Solving

Organization

Customer Support Processes

Education

Experience in Technical Account Management

Experience in Software Industry

Tools

Support Tools

Job description

Join to apply for the Support Account Manager role at Bentley Systems

Join to apply for the Support Account Manager role at Bentley Systems

Bentley Systems

Location: Ireland (Office-Based, Hybrid, or Home-Based)

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-round support and product experience. You will be a cornerstone of the success of Enterprise 365 accounts.

Why This Team and Why Now?

In Bentley, we have a relentless focus on creating loyal users by helping them realize business value within all accounts and account segments. With the overall user experience transformation happening in our industry, we understand driving continuous adoption of our technology is paramount to a successful engagement with our users, and as such, our Support Account Managers are uniquely placed to drive satisfaction with all of our applications, ensuring our accounts and users are successfully meeting their business goals.

Your Day To Day

Develop cooperative relationships with stakeholders within your accounts to demonstrate the value of Bentley’s support offerings by:

• Acting as a first point of 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 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 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.
  
  
  

What You Bring To The Team

• A minimum of 4 years of experience as a Technical Account Manager, Support Account Manager, or Support Engineer/Analyst is required.
• Experience working in the software industry is required. Experience with Bentley or other related industry software is an advantage.
• Previous experience working within any of the following sectors is an added advantage – Architecture, Engineering, and/or Construction industries, Operations in Process Manufacturing industries, or Mining and Civil Infrastructure.
• Proven ability to work closely with customers and develop excellent working relationships.
• Great communication skills, the ability to work well with others, and to achieve mutually beneficial outcomes.
• Strong organization skills and attention to detail, along with the ability to use initiative to identify and progress issues for your assigned accounts.
• Knowledge of customer support processes and tools.
• Creative thinking, problem-solving, and a desire to find the best outcomes for challenging situations.
• Highly motivated with a strong sense of achievement to contribute to a dynamic team environment.
  
  
  

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 diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.
  
  
  

About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. www.bentley.com

Equal Opportunity Employer

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development

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