Senior support planning manager

Senior Support Planning Manager

Location: Preferred to be in or near Exton, PA (Hybrid/ Homebased)

Travel: Around 20% travel per year

Position Summary:

The Senior Support Planning Manager (SPM) is a key player in taking Global Technical Support (GTS) readiness to the next level with every product launch and update. Serving as the connector between development, product management, and support, the SPM energizes the organization by coordinating logistics, streamlining communications, and driving enablement to ensure every team is well-prepared—often exceeding expectations.

The SPM drives the entire support readiness journey—seamlessly facilitating knowledge sharing from Development, ensuring Support Engineers are fully equipped with the training, tools, and insights to confidently tackle new releases, actively prioritizing key bug fixes and product improvements. By staying ahead of emerging support trends and strengthening feedback loops with Product Management and Development, the SPM fosters proactive issue resolution while strategically connecting and empowering support teams across all stages of the application lifecycle. This pivotal role not only bridges critical functions, but also fuels exceptional customer experiences and cultivates a culture of support excellence that energizes the entire organization.

Responsibilities:

• Lead and coordinate comprehensive support readiness planning for cloud product releases, ensuring all milestones, deliverables, and timelines are met.

• Collaborate across technical and product teams to guarantee timely delivery of training resources and documentation for new features

• Collaborate with Global Technical Leads and Support Managers to identify skill gaps and ensure effective training and onboarding for L1/L2 teams.

• Oversee the development, delivery, and maintenance of readiness materials such as playbooks, checklists, and training resources.

• Monitor and report on readiness progress, addressing any risks or issues by escalating them to leadership as needed.

• Coordinate operational readiness, including meetings, go-live support planning, and alignment with SRE teams for deployment and infrastructure preparedness.

• Monitor post-GA support trends and coordinate feedback loops with GTLs and Product Teams.

• Ensure support teams are equipped to handle early adoption issues and critical escalation.

• This is an individual contributor role.

• This is a full-time role expected to work 40 hours per week.

• This role requires communication with Managers, peers and other colleagues of the company in person, and/or by utilizing Microsoft Teams chat, calling and meeting functions.

• Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

• This role requires around 20% travel per year

Qualifications:

• 5+ years of senior management experience in Cloud/SaaS Technical Support, with a proven record in support team leadership, case management, engineering collaboration, mentoring, escalation handling, and task prioritization.

• Strong understanding of Product Management, with exposure to Agile methodologies, participation in Scrum processes, or formal training.

• Demonstrated "user first" mindset and advanced critical thinking skills, with a keen interest in problem solving and awareness of business impact.

• Assertive in voicing concerns and communicating urgency to stakeholders, including Senior Leadership, with a proactive approach.

• Positive, solution-oriented attitude and effective cross-functional collaborative skills.

• Advanced project and program management abilities within Agile environments.

• Skilled at managing multiple priorities and delivering results under tight deadlines.

• Experience with Bentley Systems products would be highly advantageous Experience with ServiceNow, Azure DevOps, PowerBI, Excel, PowerPoint and Word is considered an asset.

What We Offer:

• A great Team and culture – please see our colleague video.

• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.

• An attractive salary and benefits package.

• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.

• A company committed to making a real difference by advancing the world’s infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.

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 About Bentley Systems

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.

Equal Opportunity Employer:

Bentley is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, disability, pregnancy, protected veteran status, religion, national origin, age, genetic information or any other protected characteristic. This commitment extends to all aspects of employment, including, but not limited to, hiring, placement, promotion, compensation, and training. Know Your Rights as an applicant under the law.

Bentley Policy on EEO, Affirmative Action and Pay Transparency Non-Discrimination

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Request an Accommodation:

As an Equal Opportunity Employer, Bentley is committed to providing reasonable accommodations to applicants with disabilities. We encourage you to request a reasonable accommodation if you are not able to fully use or access our online application system. You can make an accommodation request by calling 610-458-5000 or sending us an email at [email protected]