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

• Provide a seamless customer experience by staying proactive and responsive.
• Leverage customer data to guide actions and conversations.
• Drive increased adoption and consumption throughout the customer lifecycle.
• Conduct regular business reviews to align on goals and track progress.
• Equip customers with the knowledge and skills needed to use Deltek’s solutions effectively.
• Actively communicate the value of Deltek’s offerings.
• Work with internal teams to resolve issues and meet customer needs.
• Ensure accurate and timely updates in systems like Salesforce and Gainsight.
• Currently within the Ajera CSM team, manage the customers' renewals.
• Must be knowledgeable in and utilize AI tools to help streamline tasks.
• Must be knowledgeable in and utilize AI tools to help streamline tasks.
  
  
  

Qualifications

• Bachelor’s degree or equivalent experience
• 2+ years of experience in sales, a customer service field, or equivalent experience
• Strong, proven sales skills and able to conduct business reviews with customers
• Excellent customer service and relationship development skills (proactively reach out to customers)
• Strong verbal/telephone and written/electronic communication skills
• Excellent time management and organizational skills
• Enthusiastic, hard-working, and pleasant attitude
• Demonstrated industry knowledge in the Federal IT Government market
• Strong computer and internet skills, including MS Office, internet research
• Able to work extended hours (to cover various US time zones)
• Strong sales and listening skills for the purpose of obtaining the maximum information from customers, generating customer interest, and closing sales
• Strong interpersonal skills with 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
• Excellent communication skills, both oral and written, that will enable remote sale of products and services, as well as internal information-sharing
• Organizational skills and computer competency that will facilitate customer and business tracking, follow-up, and team coverage
  
  
  

Travel Requirements

No

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