Customer Relationship Advocate

2 weeks ago

Brisbane, Queensland, Australia beBeeCareer Full time $120,000 - $175,000

Job Description:

We are seeking a professional to lead the working relationship with Enterprise accounts, developing a trusted partnership that showcases commitment. The ideal candidate will prioritize support commitments, ensure account alignment with products, and foster strong relationships with cross-functional teams.

Key Responsibilities:

  • Act as first point of escalation for customers, ensuring issues are prioritized and resolved promptly.
  • Monitor open cases, escalating to Support teams to meet SLAs.
  • Manage regular Service Requests and operational reviews with assigned customers.
  • Review trends to identify opportunities for learning or improvement.
  • Involving technical resources for improved time to value in Bentley product usage.
  • Ensure ongoing visibility within Bentley of customer direction and needs.
  • Escalate important issues with Support, Product Management, or Development teams.
  • Contribute to Quarterly Business Review meetings, reporting on support progress and concerns.
  • Play an active part in advancing understanding and usage of Bentley solutions.

Requirements:

  • Minimum 4 years experience as Technical Account Manager, Support Account Manager, or Support Engineer/Analyst.
  • Experience in software industry required; related industry software experience advantageous.
  • Previous experience in Architecture, Engineering, and/or Construction industries, Operations in Process Manufacturing, Mining, or Civil infrastructure beneficial.
  • Proven ability to work closely with customers, develop excellent relationships, and communicate effectively.
  • Strong organization skills, attention to detail, and ability to use initiative.
  • Knowledge of customer support processes and tools.
  • Creative thinking, problem-solving, and desire to find best outcomes for challenging situations.

What We Offer:

  • A great team culture.
  • An exciting career with a world-leading company.
  • Competitive salary and benefits.
  • Opportunity to work globally with a diverse international team.
  • A supportive and collaborative environment.

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