Customer Support Director

Job Overview

PCI is a Deltek Premier Partner offering a wide range of services from DCAA audit support to full Deltek Costpoint implementations. We help project-based businesses gain better visibility and control of their everyday processes, while also assisting in running backend accounting departments. PCI seeks a motivated, self‑starter to lead its Customer Success and Software Support efforts, working remotely within the Deltek ERP family of systems.

• Lead the Software Support team responsible for supporting clients using Deltek products, ensuring high service quality and responsiveness.
• Support ongoing client growth initiatives and manage ERP system migrations as needed.
• Oversee the Customer Success Managers (CSM) team, expanding the team to scale client engagement.
• Manage client onboarding, renewals, and relationship management to increase satisfaction, adoption, and retention.
• Implement metrics and feedback loops to measure and improve customer “stickiness” and experience.
• Collaborate with the Director of Operations on new company initiatives and service offerings.
• Develop scalable processes, frameworks, and best practices to ensure operational efficiency and long-term sustainability.
• Partner cross‑functionally with Sales, Marketing, and Operations to align implementations with strategic goals.

• 10+ years of experience in HR, Customer Success, or Operations, including at least 4 years in a leadership role.
• Experience with Deltek products (Costpoint, Vantagepoint, Maconomy) preferred.
• Proven success leading customer‑facing teams and improving client retention.
• Demonstrated ability to manage multiple functions in a fast‑paced, evolving organization.
• Exceptional communication, leadership, and organizational skills.
• Entrepreneurial mindset focused on innovation and continuous improvement.

Salary range varies based on experience. PCI offers medical/dental/vision, 401(k) match, wellness benefit, life insurance, supplemental insurances, unlimited PTO, and a performance‑based bonus program.

PCI is an Equal Opportunity/Affirmative Action Employer and does not discriminate in hiring or employment practices on the basis of any categories protected under applicable federal, state, or local laws. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.