Career Mobility Policy:
Bentley strives to support colleagues’ development and provide opportunities for them to achieve their career aspirations in alignment with Bentley objectives and strategy. To foster colleague development while supporting cross functional collaboration and a one Bentley mindset, it's expected that you:
Complete twelve (12) months of employment in your current position and are in good standing with regards to performance in current role before applying for another role within Bentley.
Apply for open roles in the Career Opportunities page to be considered for a role.
Strongly consider notifying your current manager at the time you apply.
If selected for a role you applied for, you are expected to notify your current manager when an offer is extended, and before you accept the offer.
For more information, please see Bentley's Career Mobility Policy.
Senior Escalation Manager
Location: Anywhere in Brazil (Remote)
Position Summary:
As a Senior Escalation Manager in this role, you will take the lead in managing critical situations, ensuring a swift and effective resolution. This role is highly challenging and will serve as the primary point of contact for stakeholders, providing timely updates & ensuring accountability. Your role will be pivotal in overseeing critical and strategic escalations, aligning resources, and crafting clear action plans that result in successfully de-escalating situations and providing a path forward for Bentley’s strategy at our key users. You’ll be at the forefront of driving complex cases to resolution and championing a culture of continuous learning and improvement by sharing lessons learned with customers and internally. You will ensure the customer’s voice is heard throughout the escalation process. Set correct expectations and drive relief and resolution through effective communication.
What You Will Do:
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Take ownership of critically escalated cases, guiding them to a rapid and careful resolution.
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Manage expectations with a clear problem definition, de-escalation objectives, and a detailed action plan.
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Analyzing and identifying trends, identifying patterns in customer escalations to improve processes and prevent future issues
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Collaborate across the business to align the necessary resources for resolving escalations and work with senior directors and Bentley’s C suite.
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Serve as the primary point of contact during escalations, providing timely updates to all stakeholders.
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Analyze escalation performance metrics and quality trends to make recommendations for process and product improvement.
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Communicate effectively with stakeholders, ensuring accountability and adherence to the action plan.
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Being a subject matter expert and staying up to date on products and services, and acting as an expert on them
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Validate and quantify the impact of escalated cases, including cost implications upon de-escalation or closure.
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Conduct thorough reviews post-escalation to share lessons learned and identify continuous improvement opportunities.
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Collaborating with teams working with cross-functional teams to find solutions and coordinate resources
Who We Are Looking For:
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Individuals with 7+ years of experience in SaaS/Software or related high-tech industries, management consulting, or escalations.
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Candidates with a bachelor’s/master’s degree in business, Information System Management, or Engineering; an advanced business degree is preferred.
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Those with a strong ability to influence and collaborate, ensuring success in challenging, high-risk situations by steering resolution in the right direction.
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Passionate customer advocates who empathize with customers and prioritize their needs and understand customer’s business impact and criticality of issue.
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Excellent communicators with a strong executive presence and the ability to present complex information clearly.
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Problem solvers who can quickly assess complex issues, drive towards identifying root causes, and facilitate successful de-escalation.
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Proactive and curious individuals who are self-motivated to identify and lead improvement initiatives.
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Professionals who are resilient, calm under pressure, and experienced in managing escalations.
What We Offer:
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A great Team and culture – please see our Recruitment Video.
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An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
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Competitive Salary and benefits.
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The opportunity to work within a global and diversely international team.
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A supportive and collaborative environment.
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Colleague Recognition Awards.
#LI-Remote #LI-RV
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.
