Enterprise Customer Success Manager

Bentley iTwin Ventures; Maryland; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking an Enterprise Customer Success Manager to drive value for premium accounts. This role involves collaborating with diverse teams to optimize client investments in solutions, ensuring sustainable growth and enhancing user experiences. You will leverage your expertise to uncover opportunities, lead change initiatives, and foster strong relationships with stakeholders. Join a dynamic team within a leading software company dedicated to advancing infrastructure engineering, where your contributions will significantly impact clients and the industry. If you are passionate about client success and thrive in a collaborative environment, this is the perfect opportunity for you.

Benefits

Competitive Salary

Colleague Recognition Awards

Collaborative Environment

Global Team Opportunities

Qualifications

• 3-5 years experience in AEC or Utilities with a focus on Success Management.
• Strong interpersonal skills and experience in advisory roles.

Responsibilities

• Assist premium accounts in achieving their desired business outcomes.
• Identify growth opportunities and improve digital workflows for accounts.

Skills

Relationship Management

Business Analysis

Communication Skills

Change Management

Problem Solving

Education

Bachelor's Degree

Certification in Engineering or Project Management

Tools

Salesforce

Job description

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Position Summary

As an Enterprise Success Manager, you will assist our premium accounts in achieving their evolving desired outcomes. Your primary objective is to deliver consistent and sustainable growth in value-driven consumption by supporting accounts in optimizing their investment in our solutions, thereby driving revenue growth for Bentley. By leveraging your industry expertise, business acumen, relationship management skills, and a comprehensive understanding of Bentley solutions, you will act as a trusted advisor to help our accounts succeed in their business endeavors. You will collaborate with a diverse group of business, process, and solution specialists within Bentley to define and execute account-specific plans that you help develop. Additionally, you will represent our users' interests to enhance their overall experience.

Location:

Home-based, United States

Your Day-to-Day

1. Uncover opportunities for growth in your accounts through discovery and articulate your accounts' desired business outcomes as part of their overall account plan.
2. Identify and prioritize digital workflow improvements within your accounts, and position technical discoveries to help them plan how they will achieve their outcomes with Bentley's solutions, services, and expertise.
3. Understand and document the account's business process workflows in their projects and proactively position brand expansion and consumption of Bentley's products and solutions to drive tangible efficiency improvements for your accounts.
4. Track and measure value delivered to accounts through their engagement with Bentley and our solutions.
5. Establish trust and articulate the value your accounts are getting from Bentley products and services through successful planning and delivery of Business Reviews.
6. Develop an understanding of your industry, your accounts, and their ecosystem through research and discovery. Partner with your account team peers to understand what projects your accounts are pursuing and executing, and how your accounts operate across the project lifecycle from planning to design, construction, and asset operations.
7. Partner with Solutions Engineering and/or Services to lead to the successful adoption of Bentley technologies that align with an account’s goals and deliver value to their business.
8. Lead and own growth-centric engagements with accounts including coordination with the Account Manager, and Solutions Engineering, Services, and Support colleagues.
9. Continuously improve and apply your skills in success management practices (relationship, sentiment, orchestration etc.), industry knowledge, and your understanding of how Bentley’s solutions impact the infrastructure industry.
10. Communicate clearly, consistently, and timely with account stakeholders, as well as Managers, peers and other colleagues of the company. Connect to relevant stakeholders and users in the account regularly to gather account-specific intelligence, feedback and insights, tying it back to account strategy and execution to deliver great user experiences.
11. Attend, contribute to, and/or lead regular account team meetings on an appropriate cadence determined by the account team.
12. Identify, build, and manage consumption growth opportunities accurately through rigorous account planning, executing the Bentley Sales Process and using Salesforce as your daily tool and reporting system.
13. Foster a culture of “One Bentley” and collaborating with internal stakeholders in a manner that benefits our accounts.

Travel will be required for internal or external events, either in a Bentley office or on site with accounts, up to 25% of the time.

What You Bring To The Team

• Minimum of 3 - 5 years relevant AEC or Utilities experience (with a preference for affinity with Sales, business analysis/development and/or Success Management).
• Proficiency in communicating at both user and executive management level with accounts or relevant training and/or experience.
• Experience and/or certification in engineering design, construction, project delivery and asset performance or a deep, proven, Success Management background. Ideally both.
• Experience in an advisory capacity in, or exposure to strategic projects involving software configuration, training, development, testing, and deployment.
• Demonstrated ability to lead and manage change within an organization, including the development and implementation of data-driven change strategies to improve processes, increase efficiency, and foster a culture of continuous improvement.
• Strong interpersonal and team building skills, possessing diplomacy and business judgment. Passionate when advocating and positioning positive change and calm and collected in times of unanticipated situations and (business) disruption.
• Excellent written and oral communication as well as strong presentation skills, with the ability to explain complex issues and solutions to audiences of different levels of knowledge and seniority, and to influence at all levels in the organization.
• Skilled at situation assessment to determine next steps in complex environments and comfortable with confrontation (positive as well as negative, as long as it is constructive).
• Experience at, and being comfortable with, working both independently (remote/self-motivated) and in a team-oriented, collaborative environment as an active contributor is essential.
• A continuous improvement mindset, you seek to proactively problem solve and propose solutions using data to drive decisions.
• Fluent English language skills (written as well as verbal) including presentation skills at executive level are a hard requirement.
• This is an individual contributor role.
• This is a full-time role expected to work 40 hours per week.
• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

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

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.

www.bentley.com

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