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Support Account Manager (Russian)

21-7-2021 | Дублин, Ирландия

Main Responsibilities:

  • Acting as a first point of escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
  • Monitoring open cases and escalating to Support teams to ensure SLAs are met and exceeded.
  • Managing regular Service Request and operational reviews with your assigned customers.
  • Reviewing trends to identify opportunities for learning or improvement, leading to enhanced product use.
  • Involving the right technical resources to ensure improved time to value in the use of Bentley products.
  • Ensuring ongoing visibility within Bentley of your customer’s direction and needs.
  • Escalating important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues.
  • Contribute to Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends and concerns.
  • Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set.
  • Working with Support and other teams to identify gaps in the support process that might impede and effective progress for accounts and work with managers to help close those gaps.


  • Proven ability to work closely with customers and develop excellent working relationships.
  • A minimum of 4-years’ experience as a Technical Account Manager, Support Account Manager or Support Engineer/Analyst is required.
  • Experience working in the software industry is required.
  • Fluent English and Russian language skills required.
  • Great communication skills, the ability to work well with others and to achieve mutually beneficial outcomes.
  • Strong organization skills and attention to detail, along with the ability to use own initiative to identify and progress issues for your assigned accounts.
  • Knowledge of customer support processes and tools.
  • Creative thinking, problem-solving and desire to find the best outcomes for challenging situations.
  • Highly motivated, with a strong sense of achievement contribute supportively to a dynamic team environment.

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