Sr 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 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

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 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

Travel Requirements: Minimal travel required (<10%)

Position Type

FT

Travel Requirements

10%

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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.
Skills Required
Salesforce