Escalation Manager Mafra

Escalation Manager
Mafra
Mafra, Lisboa, Portugal

Location: Remote, IE Mafra, 2640, PT PL ES Iasi, RO Remote, IT NL

Location: Europe-Based ( Office, Hybrid, Remote)

Position Summary:

Join our team as an Escalation Manager and take the lead in managing critical situations, ensuring a swift and effective resolution. Your role will be pivotal in overseeing escalations, aligning resources, and crafting clear action plans that result in successful
- escalation. You'll be at the forefront of driving complex cases to resolution and championing a culture of continuous learning and improvement.

We will rely on you for the following:

1. Take ownership of escalated cases, guiding them to a rapid and careful resolution.
2. Manage expectations with a clear problem definition,
   - escalation objectives, and a detailed action plan.
3. Collaborate across the business to align the necessary resources for resolving escalations.
4. Serve as the primary point of contact during escalations, providing timely updates to all stakeholders.
5. Communicate effectively with stakeholders, ensuring accountability and adherence to the action plan.
6. Validate and quantify the impact of escalated cases, including cost implications upon
   - escalation or closure.
7. Conduct thorough reviews
   - escalation to share lessons learned and identify continuous improvement opportunities.

What You Bring to The Team:

1. Over 5+ years of experience in Saa
   S/Software or related
   - tech industries, management consulting, or handling escalations.
2. Bachelor’s degree in business, Information System Management, Engineering, or related fields.
3. Strong ability to influence and collaborate, ensuring successful resolution in challenging,
   - risk situations.
4. Passionate customer advocates who empathize with customers, prioritize their needs, and understand the business impact and criticality of issues.
5. Excellent communicators with a strong executive presence and the ability to present complex information clearly.
6. Problem solvers who can quickly assess complex issues, identify root causes, and facilitate successful escalations.
7. Proactive and curious individuals who are
   - motivated to lead improvement initiatives.
8. Professionals who are resilient, calm under pressure, and experienced in managing escalations.

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
- 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.

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.