The Customer Success Manager will play a key role in working directly with existing customers to ensure a smooth renewal process and to identify and position additional content and software offerings.
The candidate will have the following responsibilities :
Focus on building relationships with customers to ensure software adoption and renewal of existing contracts within a defined territory.
The CSM is responsible for identifying license expansion opportunities.
Demonstrate collaboration by assisting Deltek sales team with upsell opportunities.
Providing customer assistance for non-technical inquiries and training needs.
Escalate client issues to appropriate teams within Deltek
The CSM typically reports to a Team Lead, Manager, or Senior Manager within the Customer Success SaaS organization.
Bachelor’s degree or equivalent
2+ years of relevant experience in sales, a customer service field, or equivalent experience
Strong, proven sales skills
Excellent customer service and relationship development skills
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