9149BRCompany Summary:As the leading global provider of enterprise software and information solutions for project-based businesses, Deltek helps organizations of all sizes maximize productivity and revenue. 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 Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.comAuto req ID:9149BRExternal Job Title:Support Services AnalystPosition Responsibilities:

• One of our main contacts for our Ajera Perpetual Customers. Address and contact changes, follow up on payment, handle renewals in Sales Force etc.

• Create legal matters for documents requested by customers 

• Communicate and work closely with other department/teams such as Sales, Finance/Billing Operations, Legal, Distribution 

• Initiating the process of cancellation and downgrade  

• Dealing with customers inquiries and concerns and obtaining internal approval within Deltek for clients’ requests 

• Assist teams across different departments for queries relating to client’s support and maintenance renewal details 

• Provide assistance to clients who want to negotiate annual maintenance and submit to Management for approval

• Assist Sales, Collection and other Departments with any queries related to maintenance

• Update, manage and close assigned cases in Oracle Service Cloud appropriately, escalate if necessary

• Support global internal and external clients with issues and deliver excellent customer service

• Complete downgrade, multiyear and reinstatement order forms according to company guidelines

• Ad hoc requests from Management 

Work Location:Philippines, Makati City Qualifications:

• Previous experience in customer support, account management, or renewal operations.

• Ability to analyze data and trends related to support contracts and renewals.

• Strong written and verbal communication skills for interacting with customers and internal teams.

• Ability to convey complex information in a clear and understandable manner.

• A customer-centric mindset with the ability to understand and meet customer needs.

• Effective organizational skills to manage multiple renewals simultaneously.

• Efficient time management to meet deadlines.

• Accuracy and attention to detail are crucial in managing contract terms and renewals.

• Collaborative mindset to work with sales, support, and other cross-functional teams.

• Basic understanding of legal terms and contract law can be beneficial.

Travel Requirements:NoApplicant Privacy Notice:Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice (https://education.deltek.com/web/du_internal/Recruitment/Applicant Privacy Notice.pdf) . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.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!