Senior Director of Customer Support Operations - Deltek (Remote)
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
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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
We are looking for a highly skilled Senior Director of Customer Support Operations with a strong technical background in managing and optimizing backend systems and tools that are critical to Customer Support Operations. This leadership role involves spearheading the standardization, optimization, and automation of processes, systems, and metrics across the Customer Success and Support organization. The ideal candidate will collaborate closely with cross-functional leaders to enhance existing tools and systems, drive innovation, and scale operations that enhance customer satisfaction and organizational efficiency.
The Senior Director will be tasked with defining and executing strategies that elevate operational capabilities, improve system integration, and leverage automation and AI to boost customer loyalty and optimize performance. This role will oversee Operations teams, ensuring the successful deployment of strategic initiatives and fostering a culture of continuous technological improvement.
Qualifications
Major Duties and Responsibilities:
Lead and direct the Customer Support Operations team, fostering a collaborative, one-team atmosphere with global groups.
Oversee the Customer Support Operations team, with a strong focus on reporting, analysis, and the team's overall performance and financial health.
Ensure the effective management of key metrics to drive operational efficiency and meet organizational goals.
▪ Collaborate with Customer Support and Customer Success leaders to set and execute plans aligned with strategic business objectives.
Skillfully negotiate and influence cross-functional groups to resolve key issues.
Plan, organize, and facilitate Customer Support initiatives to ensure efficiency and adherence to industry best practices.
Define and generate consistent metrics and quality measures to demonstrate the health of the Support and Customer Success organization; lead monthly business reviews.
Develop excellent working relationships with Customer Support management to ensure the successful delivery of value-added support services.
Analyze and review key operational data, including customer satisfaction results, financial metrics, and performance management data.
Demonstrate strong change management and project management skills to implement various strategies.
Coach and mentor Operations team members to support career development and performance improvement.
Document and analyze current processes to develop efficient, customer-focused processes.
Create and maintain a model to predict headcount requirements.
Develop standard service levels, metrics, and reporting in line with Customer Success strategy.
Provide regular written program updates summarizing accomplishments, opportunities for improvement, and recommended next steps.
Engage consistently with all Customer Support and Customer Success departments to stay abreast of changing needs and priorities.
Qualifications:
Bachelor’s degree in Computer Science or a related field, or equivalent work experience.
10+ years of management experience in Customer Success or Support with enterprise software products.
Extensive experience with relevant tools, such as Salesforce, Gainsight, or similar platforms, is essential for managing and optimizing Customer Success or Support Operations.
Strong understanding of operational infrastructure, metrics, processes, systems, and tools for driving a Customer Success and Support organization.
Proven leadership experience in customer service or technical support.
Flexibility, integrity, and creative problem-solving skills.
Proficient in utilizing digital technologies and implementing automation processes.
Preferred experience in leveraging AI technologies.
Experience driving customer digital self-service initiatives.
Outstanding verbal and written communication skills across all organizational levels.
Proven ability to work in a fast-paced environment with multiple projects and tight deadlines.
Confident and professional interaction at the executive level, both internally and with customers.
Team player who builds strong working relationships across all functions.
In-depth understanding of customer satisfaction and support metrics.
Excellent organizational skills and the ability to work independently.
Proven ability to drive key initiatives for Customer Success or Support teams.
Exceptional leadership, motivation, and people skills.
Project management experience is essential.
Compensation Information
The U.S. salary range for this position is $114500.00 - $171750.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.
Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.
Travel Requirements
