Senior Director, Customer Care (10CC015)

10CC015: Senior Director, Customer Care

Deltek (NASDAQ: PROJ) is the leading provider of enterprise applications software designed specifically for project-focused businesses. For more than two decades, our software applications have enabled organizations to automate mission-critical business processes around the engagement, execution and delivery of projects. More than 12,000 customers worldwide rely on Deltek to measure business results, optimize performance, streamline operations and win new business.

The Senior Director, Customer Care is responsible for the development and support delivery of multiple support teams, as well as, ensuring that the support organization is providing high quality support services to our customers and resellers. The Senior Director, Customer Care will work directly with the SVP of Global support for strategic support initiatives, managing the overall support work flow, staff planning, etc. The Senior Director, Customer Care is also responsible for short and long-term performance management of his/her support managers, including managing group key performance indicators and other operational statistics, written performance reviews, quarterly MBO goals and career planning.

Additional Details:

• The Senior Director, Customer Care will also manage the overall escalation process, including communication with customer, resellers and/or management team. He or she will communicate with Deltek senior management about customer issues that may require their involvement. The Senior Director, Customer Care will resolve serious customer escalations by engaging the appropriate customer, engineering or management resources.
• The Senior Director, Customer Care will frequently communicate with other Deltek functions on both a proactive and reactive basis. In addition to solving immediate quality or customer problems, he or she will communicate process changes, trends, etc. to stakeholders including engineering, operations, finance and sales. This communication may be written or verbal and may require advanced presentation skills.
• This role requires a high level of customer communication with the Deltek engineering community and in-depth customer experience is necessary.

Skills and Experience:

• 5 7-10 years experience managing complex, high-volume customer support teams.
• Outstanding customer communication skills.
• Functional experience in product support planning, service delivery strategy development and forecasting.
• Expertise in supporting global enterprise applications
• Strong leadership skills.
• Outstanding written and verbal communication skills.

Education:

• BS in business or customer discipline.
• The location for this position can be Cambridge, MA or Tigard,Oregon