Technical Support Business Strategy & Planning Director
Location: Ireland (Office/Hybrid/Remote)
Position Summary:
Are you a proven dynamic, data-driven, strategic thinking Technical Support Business Strategy & Planning leader? You are just what we are looking for!
Reporting to the Vice President for Global Technical Support, you will play a crucial role in driving the growth and development of our technical support organization with the aim of creating a market differentiating enhanced customer support experience.
We will rely on you for the following:
- You will use data to inform, influence, and, support strategic direction and core business decisions including change management.
- Build headcount & forecasting models to match our product and customer needs including team operating models, coverage, and language.
- Manage our support partner network to ensure delivery of required services to our customers.
- Create a portfolio of differentiated Support offering capabilities.
- Work closely with groups across Product, Account Advancement, and Finance to ensure the customer experience is represented in all we do including product roadmap & planning interlocks and financial forecasting.
- Manage our core data & analytics reporting measuring the health of the customer support organization and our products' performance.
- Up to 10% travel to Bentley offices Globally
What You Bring to The Team:
- BSc In Computing, Engineering, Data or equivalent. A master's or MBA is advantageous.
- 15+ years of customer-facing, operational Technical Support experience in a high volume, fast-paced Technical Support / SaaS environment, preferably High-Tech servicing Fortune 500 customers.
- Strategic Thinking, Planning, and forecasting headcount modeling including product offerings
- Agile PM Certified or trained (PRINCE2, PMP, etc)
- You are a trusted individual of high integrity, a strong collaborator with an open communication style, and a proven record of cross-functional delivery with partners such as Product Engineering and Finance.
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.
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.
Ireland
