Position Summary:
As Senior Director APAC 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 makes users feel cared for, drives adoption and improves renewal rates. You will maintain a pulse on our APAC users and leverage the voice of the customer to influence change across Bentley.
Critical to the success of this role is demonstrated experience building for scale and operational excellence. In addition, 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 and Success Management teams to deliver exceptional support experiences.
What you'll accomplish
Ensure APAC users feel that Bentley has their backs when they encounter technical issues
Build solid, resilient culture of operational excellence
Increase operational efficiency of the APAC while hitting SLA's each quarter and driving positive sentiment scores
Lead and inspire a team of professionals to achieve high rates of adoption, satisfaction and renewals
What you bring to the team
Passion for customers: you have a customer-first mindset and have empathy for their situation. You enjoy listening to and learning from customers, and you understand how important it is that customers feel heard.
Communication excellence; you have strong executive presence, the ability to distill complex technical information into clear, well-presented communications or presentations to a range of audiences.
Problem Solving; you possess the ability to quickly assess and understand the impact and nature of complex issues, and drive teams towards identifying a root cause allowing successful de-escalation. You are pragmatic and bring objectivity to problem solving, ensuring that you can filter out noise and get right to the heart of a matter.
A proactive and curious mindset; you are self-motivated to identify improvement initiatives and take ownership to deliver in coordination with key stakeholders. You are a champion of continuous improvement.
A deep understanding of managing large, global, remote teams providing cross timezone support to technical
A track record of managerial leadership, expertise and mentorship in growing & developing high-functioning teams and leaders
Experience leading in a high growth, constantly changing environment
Have a very strong ability to use quantitative data and metrics to drive clarity and decision making that will impact the team and the product's success
Experience building out solutions to support users at scale and across numerous platforms and products
Outstanding operational excellence and ability to straddle between details and higher level implications of critical business issues
10+ years in customer support and/or customer service
8+ years of experience managing global teams
8+ years of experience interacting with internal and customer executives
8+ years of experience in fostering successful partnerships with customers
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
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.
