Customer Success Manager

3 weeks ago

Herndon, Virginia, United States Deltek Full time
Job Summary

We are seeking a highly skilled Customer Success Manager to join our team at Deltek. As a key member of our Support Services team, you will be responsible for managing existing Deltek Costpoint customers in our SaaS offerings, with a focus on customer retention and team achievement.

Key Responsibilities
  • Manage existing Deltek Costpoint customers in our SaaS offerings
  • Sell service and subscription renewals
  • Drive usage and adoption of the Deltek suite
  • Investigate possibilities of add-on offerings and expansion of current products
  • Provide oversight for Implementations, Conversions, and Upgrades during client lifecycle
  • Understand Deltek offerings, be able to articulate their features and benefits, and provide appropriate solutions for a specific customer's need
  • Develop a trusted advisor relationship with customer such that all Deltek actions are closely aligned with the customer's business goals and strategy
  • Conduct on-going account reviews to communicate best practices
  • Utilize sales skills proficiently to optimize sales closures and minimize sales cycles
  • Provide regular reporting on account status, issues, forecasts, activity
  • Work with other departments, such as Sales, Services, Support, Business Operations, and Finance, in a professional and collaborative manner
  • Proactively monitor and report on customer usage and success to internal teams
  • Provide and offer solutions to critical problems for your customers issues and needs and apply those solutions to the Deltek Suite
Requirements
  • 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
  • Work within a driven and highly motivated team to provide a world-class client experience
Education and Experience
  • Proven track record in customer service/telesales with working knowledge of the education, software, and services market
  • Undergraduate degree in Business or Marketing or equivalent experience
  • Four+ years customer service/telesales experience in a High-tech environment
  • Previous Account Management in a SaaS environment

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