[Hiring] Senior Customer Success Manager @Deltek

Role Description

• Manage a portfolio of accounts to provide a seamless customer experience
• Proactively engage with your book of business, identifying opportunities for increased adoption, consumption, and expansion throughout the whole 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
• Develop a trusted advisor relationship with the customer such that all Deltek actions are closely aligned with the customer’s business goals and strategy
• Conduct regular business reviews according to product and ACV expectations, and report to management on goal status, upcoming initiatives, and expansion opportunities
• Utilize Allego and other available learning platforms for continuous learning and personal development, staying current with product content, industry trends, and Customer Success best practices
• Update primary systems (e.g. Salesforce, Gainsight) daily to enable proper planning and seamless collaboration; maintain accurate and up-to-date notes of customer interactions, statuses, and feedback
• Address and resolve any customer concerns or issues that may impact their decision to renew, coordinating with internal cross-functional teams as necessary (Cloud, Product, Support, Renewal & Growth)
• Analyze customer data and monitor satisfaction and usage metrics to identify trends, provide recommendations for improving the customer experience, and identify opportunities for upselling or addressing potential risks
• 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

Qualifications

• 8+ years of overall experience
• 5+ years of experience in Customer Success, Account Management, or Sales, with a focus on revenue growth and retention
• Proficiency in Salesforce and Gainsight preferred
• Bachelor's degree in Business or a related field preferred
• Strong interpersonal skills with the ability to adapt to varying situations and personalities
• Strong written, verbal, and presentation skills
• 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, maintaining a continuous learning mindset and adapting swiftly to changing environments and priorities
• Ability to analyze and anticipate needs, applying flexibility to adapt to changes, growth opportunities, or risks
• 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
• Well-organized, with strong attention to detail and the ability to prioritize and time manage for successful execution

Requirements

• Travel Requirements: Minimal travel required (<10%)

Company Description

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!