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Sr. Advisor, Software Support

2 weeks ago

East Coast, Singapore Deltek, Inc. Full time

Deltek is hiring an experienced Select Care Manager (Software Support Advisor) to support our Costpoint and Vantage enterprise clients. You will be the main POC and liaison between our customers and various teams within Deltek. This is a remote role within the US, ideally based East Coast or Central.
Serve as a liaison to clients who enroll in our highest level of support
- Manage a portfolio of customers and be responsible for the overall success of the support relationship
- Become an advocate of the client by championing their business needs
- Manage client escalations, often facilitating and running point for cross functional team issue resolution
- Effectively communicate externally with a client's IT staff, Accounting staff, and their E-team
- Effectively communicate internally with Support, Cloud Ops, Engineering, Product Marketing, and Sales
- Proactively engages Senior leadership when needed to ensure quick resolution of support cases

**Qualifications**
- BS/CS or equivalent work experience
- 5 plus yrs experience in a customer service facing environment
- 3 plus yrs experience in software support
- Strong verbal and written communication skills
- Experience with high level escalations
- Financial/Accounting background preferred
- Knowledge of Costpoint or Vision Project ERP solutions a plus
- Ability to comprehend and articulate Deltek's software development lifecycle and supporting technologies

**Travel Requirements**

No