Customer Support Escalation Manager

Do you like getting to know people? Do you like solving problems? We are looking for someone who is customer obsessed to join our team and grow their talent and career.

Position Responsibilities

The Customer Support Escalation Manager is responsible for working with customers both internal and external to drive outstanding issues to resolution and manage escalation progress and resolution communication throughout.

In this role, you will be working directly with customers who are in an escalating state and therefore you need to be calm under pressure and have a steady pair of hands to instill confidence in the customer. Excellent stakeholder management is essential in this role along with using a variety of skills in your tool belt as you will take accountability for the situation, manage the customers’ expectations, and drive internally the appropriate focus to achieve the best possible outcome.

You will also work with the Customer Care Managers to set goals, which help our support team provide high-quality, professional, and courteous service to our customers. You will help drive processes and policies that elevate performance feedback to promote a culture of learning and growth.

Our ideal candidate will be unafraid of providing feedback and will lead the way to drive sustainable change, removing any unnecessary barriers to achieve the best possible result for both the customer and Deltek.
Leading and managing cross-organizational projects and initiatives to meet or exceed goals and statistics as set by upper management you will provide regular updates on how the team is performing and will proactively communicate key customer issues to leadership.

As our operational need evolves this may lead to a role managing and leading a team of Customer Care Analysts where you would be asked to ensure your team is providing high-quality, professional, and courteous services to customers. Act as a direct liaison with other internal business units on Customer Care's behalf. Provide ongoing coaching to team members to resolve issues, empower employees, and give performance feedback that promotes a culture of learning and growth. May travel to customer sites on rare occasions.

If you are recently re-entering the workforce, looking for a professional change, or just starting out your career, we invite you to apply. We'll provide the product and tools training and you'll be surrounded by a supportive and collaborative team.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. So however, you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.