Customer Success Manager

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Responsibilities

Day-to-day responsibilities for the Customer Success Manager may include, but are not limited to:

• Manage a portfolio of accounts to provide a seamless customer experience, proactively engaging to identify opportunities for increased adoption, consumption, and expansion throughout the customer lifecycle
• Support onboarding efforts by providing customers with the knowledge and skills to use Deltek’s solutions effectively
• Effectively communicate the value and benefit of Deltek’s solutions to customers, aligning our offerings with their business objectives
• Develop and execute long-term account plans (6–12 months) to drive retention, customer growth, and value realization
• Employ a consultative approach to address customer needs, collaborate closely with the Product team to introduce innovative solutions, and procure customer testimonials to promote growth
• Understand the organizational landscape of each account, establish senior-level relationships, and maintain a social media presence to showcase thought leadership
• Anticipate and communicate at-risk customer situations early on, utilizing Gainsight Call to Action (CTA) to develop tailored retention strategies and ensure risk CTAs are resolved
• Collaborate with internal teams (Cloud, Product, Support, Renewal & Growth) to ensure a seamless customer experience and resolve customer escalations
• Partner with Renewal & Growth team to achieve renewal, uplift, and expansion revenue targets
• Conduct regular business reviews according to product and ACV expectations, reporting to management on goal status, upcoming initiatives, and expansion opportunities
• Utilize data-driven insights to support client conversations, highlighting platform performance, adoption, and ROI to demonstrate ongoing value and drive informed decision-making
• Continuously learn and develop through Allego and other learning platforms, staying current with product content, industry trends, and Customer Success best practices
• Update primary systems (e.g., Salesforce, Gainsight) daily for proper planning and seamless collaboration; maintain accurate and up-to-date notes of customer interactions, statuses and feedback
  
  
  

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Sales, with a focus on revenue growth and retention
• Proficiency in Salesforce and Gainsight
• Bachelor's degree in Business or a related field preferred
• Strong interpersonal skills with the ability to adapt to varying situations and personalities
• Self-motivated and proactive team member, who will utilize time efficiently, share knowledge, and be receptive to others’ ideas
• Ability to quickly grasp new concepts and technologies, maintain a continuous learning mindset, and adapt to changing environments and priorities
• Ability to build trusting internal and external relationships with a customer-oriented approach
• Ability to collaborate effectively with cross-functional teams in a fast-paced environment
• Proficient in understanding and analyzing complex business environments to identify customer needs and issues, and translate them into business opportunities
• Exceptional written and verbal communication skills, along with strong presentation abilities.
• Adept at multi-tasking and organizing tasks efficiently
• Strong analytical and problem-solving capabilities
  
  
  

Travel Requirements

No

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Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.