Location: Brisbane, QLD, AU; Southbank, VIC, AU; North Sydney, NSW, AU
DIRECTOR, TECHNICAL SUPPORT Position Summary: In Global Technical Support, we have a relentless focus on creating THE support experience for our customers. We truly believe that support is a key differentiator and enabler both for Bentley and our customers.
We want our customer base to realize their business value through the Bentley portfolio of products. To do this, we must ensure that a best-in-class support experience is a natural reflex when we are engaged with our customers, helping them navigate any technical obstacles in their use and adoption of our products.
What you'll do: As the regional leader for Global Technical Support, you will own the overall management of Bentley Technical Support for Asia.You will report directly to the Vice-President of Bentley Support and will create a culture of continuous improvement that ensures our customers are cared for throughout their support experience.You will maintain a pulse on our APAC users and leverage the voice of the customer to influence change across Bentley.Engagement with our product and engineering teams is critical and you will collaborate with our development teams to ensure critical insights on the performance of our products are shared.Drive customer resolutions requiring product and engineering support to a successful conclusion.What you'll accomplish: Ensure our APAC customers feel that Bentley has their backs when they encounter technical issues.Build a solid, resilient culture of operational excellence.Increase operational efficiency hitting SLA's each quarter and driving positive sentiment scores.Lead and inspire a team of professionals to achieve high rates of satisfaction and drive continued positive increase in the support experience as measured by NPS and CES returns.Deliver actionable insights to our product and engineering teams to resolve customer challenges and influence product quality.What you bring to the team: Passion for customers: you have a customer-first mindset and have empathy for their situation.Communication excellence: you have strong executive presence and the ability to distill complex technical information into clear communications.Problem Solving: you can quickly assess and understand the impact of complex issues and drive teams towards identifying root causes.A proactive and curious mindset: you are self-motivated to identify improvement initiatives and take ownership.Support Experience Excellence: a deep understanding of managing large, global, remote teams providing cross time zone support.A track record of managerial leadership and mentorship in growing high-functioning teams.Experience leading in a high growth, constantly changing environment.Strong ability to use quantitative data and metrics to drive clarity and decision making.Experience building out solutions to support users at scale across numerous platforms and products.Outstanding operational excellence with the ability to straddle between details and higher-level implications.A strong track record of collaboration with engineering/product functions.BSc in Computing, Software Development or Equivalent; Masters/MBA an advantage.10+ years in Technical/Product/Customer Support building and nurturing strong cultural & diverse teams.10+ years of demonstrable experience managing in a global technical support environment.10+ years of demonstrable experience interfacing comfortably with internal and customer executives.10+ years of demonstrable experience fostering successful partnerships with customers.10+ years of clear demonstrable key partnerships with engineering/product & IT functions.ITIL, PROSCII, Certified Support, PMP/PRINCE accreditations advantageous.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.
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.
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