User Engagement Advocate

Bentley Systems; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Bentley Impact Day

Colleague recognition program

Bentley Achievers platform

Inclusion and wellbeing initiatives

Job summary

Bentley Systems is seeking a User Engagement Advocate SMB to nurture and grow our SMB and e-commerce customer base, ensuring value through contract growth and renewal. This hybrid role is based in Malaysia, with on-site and remote engagement as needed.

You will lead onboarding-to-expansion efforts, collaborate with Product Sales, Success, Marketing, and Product teams, and occasionally travel to user sites to drive adoption and advocacy.

Qualifications

• 2 to 5 years of experience in customer success, account management, or sales function.
• Ability to prioritize tasks in a fast-paced environment.
• Excellent active listening and written communication skills; ability to present information to users via phone and email.
• Knowledge of customer success, Power BI and/or Salesforce is a plus.
• Ability to solve problems using data to drive decisions; self-motivated and team-oriented.

Responsibilities

• Drive account growth by expanding the SMB user base.
• Own the post-purchase journey from onboarding to expansion.
• Identify upsell/cross-sell opportunities within existing customers.
• Build deep relationships with users from onboarding onward.
• Collaborate with Product Sales and Success teams for a seamless user experience.
• Provide feedback to Product team and explore solutions.
• Partner with Marketing to build user advocacy.
• Travel to user sites for meetings, support, and engagement.

Skills

Active listening

Written communication

Presentation

Customer success knowledge

Power BI

Salesforce

Data-driven decisions

Problem solving

Self-motivated

Team collaboration

Tools

Power BI

Salesforce

Job description

Position Summary

We are looking for a User Engagement Advocate SMB who can help us nurture and grow our SMB & e-commerce customer base. You will have the opportunity to build and maintain relationships with our users and ultimately ensure they continue to realize the value of our products through contract growth and renewal. Come join our awesome team and be part of a passionate group that’s creating something special within our user base.

Location: Hybrid / Home-Based, Malaysia

Responsibilities

• Customer Growth: Take the lead in driving account growth, focusing on expanding our ever-growing SMB user base.
• Take ownership of their post-purchase journey, from adoption to expansion.
• Actively seek out new opportunities from the existing customer base with the help of upselling and cross-selling.
• Relationship Building: Get to know our users as thoroughly as possible. From onboarding onwards, it would be the first point of contact.
• Develop and nurture strong, long-lasting relationships—plant seeds for future opportunities. You're the bridge between user needs and our solutions!
• Relationship Management: Stay ahead in all user interactions. Organize onboarding sessions, craft impactful recap emails, or find ways to build new relationships.
• Collaboration: Work closely with our Product Sales and Success teams to ensure a seamless user experience from the first touchpoint.
• Work with our Product team to provide feedback and explore and deliver solutions.
• Work with our Marketing team to build user advocacy.
• Learning and Educating: Use your knowledge to make our users successful. Embrace opportunities for continuous learning and growth.
• You may require travelling to user sites for meetings, support, and engagement

Qualifications

• 2 to 5 years of experience in customer success, account management, or sales function.
• Ability to prioritize tasks in a fast-paced environment without compromising the quality of work.
• Excellent active listening skills, written communication skills, and the ability to effectively present written and verbal information to users and prospects via phone and email.
• Knowledge of customer success, power BI and/or Salesforce is a plus. Passionate about providing users with a positive experience.
• Ability to problem solve and propose solutions using data to drive decisions. Self-motivated and results-oriented, with the ability to work independently and as part of a team.

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.