Support Account Manager, Enterprise Accounts

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

Location: Dublin, Ireland (Hybrid - twice per week)

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 are 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, Technical Support Engineers, 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 all-round support and product experience. You will be a cornerstone for the continued success of Enterprise 365 accounts.

Your Day-to-Day

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

• 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.

What You Bring To The Team

• 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. Experience with Bentley Systems or similar industry software is an advantage.
• 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.

This is a Hybrid role.

What We Offer

• Step into a collaborative work environment where ideas flourish, and teamwork propels us forward towards shared success.
• An attractive salary and benefits package.
• Bentley Impact Day: take a day off from work to volunteer with an organization of your choice.
• Celebrate milestone achievements and moments that matter through our colleague recognition award programs and our Bentley Achievers platform.
• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
• Be part of a company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.

Who We Are

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.

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.