Senior Manager, Technical Support

SENIOR MANAGER, TECHNICAL SUPPORT

Position Summary:

We are seeking a highly experienced and results-oriented Senior Support Leader to join our team. The ideal candidate will have over 10 years of progressive experience in support management, customer success, and business transformation. This role requires a strategic thinker with a proven record of accomplishment in planning and executing transformational support strategies, improving customer success outcomes, and driving continuous improvement.

Key Responsibilities:

• Develop and implement novel support structures and functions to support business growth and customer satisfaction.

• Collaborate with internal teams to improve processes and enhance customer experience.

• Implement and manage critical tooling infrastructure projects, including contact center, workforce management, and CRM solutions.

• Drive business transformation initiatives to streamline and automate customer experiences, resulting in significant cost savings.

Qualifications:

• Bachelor's degree in engineering and/or related field.

• Relevant Support or Project Related Certification

• Extensive experience in support management, customer success, and business transformation.

• Proven ability to lead and manage teams, drive continuous improvement, and achieve high customer satisfaction.

• Strong strategic planning, problem-solving, and communication skills.

• High emotional intelligence and ability to collaborate effectively with internal and external stakeholders.

• Experience with data analysis, project management, and operations management.

Preferred Experience:

• Experience in the software industry, particularly working in Global / Multinational SaaS or Technology organizations

• A demonstrated knowledge of global support functions and CRM implementation including automation of workflows to route cases to the right resources right time

• A fanatical support background with experience in resolving complex customer problems and/or escalations and how technology can assist in these scenarios.

• Proven record of accomplishment of achieving high customer and colleague satisfaction through management of teams and / or delivery of projects and programs

• Experience in implementing and managing large tool implementation projects such as CRM, WFM and Contact Centre.

• Managed and mentored teams or colleagues, ensuring high performance and professional growth.

Key Skills:

• Leadership

• Strategic Planning/Insights

• Business Transformation

• Continuous Improvement

• Customer Experience

• Customer Relations

• Collaboration

• Problem Solving

• Communication

• High Emotional IQ

• Project Management

• Data Analysis

• Team Management

• Mentorship

• Support Management

• Operations Management

About Bentley Systems:

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.