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.What you'll doAs 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.Critical to the success of this role is demonstrated experience building for scale and operational excellence. You will be working with dynamic APAC leaders of complex organizations to set and execute shared priorities, including working closely with Bentley's Sales & Services Management teams to deliver exceptional support experiences.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, driving customer resolutions requiring product and engineering support to a successful conclusion.What you'll accomplishEnsure 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 SLAs each quarter and driving positive sentiment scores.Lead and inspire a team of professionals to achieve high rates of satisfaction and drive continued positive increases in the support experience.Deliver actionable insights to our product and engineering teams to resolve customer challenges and influence product quality.What you bring to the teamPassion for customers: a customer-first mindset and empathy for their situation.Communication excellence: the ability to distill complex technical information into clear communications for a range of audiences.Problem Solving: ability to assess and understand complex issues and drive teams towards identifying root causes.A proactive and curious mindset: self-motivated to identify improvement initiatives and take ownership.Support Experience Excellence: deep understanding of managing large, global, remote teams.Managerial leadership: expertise in growing and developing high-functioning teams.Experience leading in a high growth, constantly changing environment.Strong ability to use quantitative data and metrics for decision making.Experience building out solutions to support users at scale.Outstanding operational excellence and ability to straddle between details and higher-level implications.Collaboration with engineering/product functions to resolve customer challenges.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 in a global technical support/contact centre environment.10+ years interfacing comfortably with internal and customer executives up to C suite.10+ years fostering successful partnerships with customers and cross company.10+ years of key partnerships with engineering/product & IT functions.ITIL, PROSCII, Certified Support, PMP/PRINCE accreditations advantageous.About Bentley Systems:Bentley Systems is the infrastructure engineering software company providing innovative software to advance the world's infrastructure. Our software solutions are used for the design, construction, and operations of various infrastructure projects.Equal Opportunity Employer:Bentley is proud to be an equal opportunity employer and considers all qualified applicants without regard to any characteristic protected by local law.
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