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Deltek's CCO Margo Martin and newly-appointed VP Customer Strategy & Services at Deltek Jason Goldsmith reveal how Claude turned three siloed post-sale teams into one AI-first machine and why they built a brand new executive role just to keep up.
Deltek didn't just adopt AI. They restructured around it. After Claude and Claude Code cut documentation timelines by 80% and dev cycles by 50-60%, CCO Margo Martin realized her three post-sale orgs (implementation, CS, and support) were quietly duplicating AI work. Her fix? A brand-new "AI convergence" role . And she picked an internal boomerang employee to run it.
In this episode, you'll hear exactly how they built the business case, picked the right leader, and what's next on the roadmap.
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What You'll Learn
- The tradeoff between touchless implementation and long-term customer stickiness
- How Claude Code cut custom implementation timelines by 50-60%
- Why Deltek reduced customer documentation & training time by 80%
- How to spot "AI silos" forming across your org before they cost you
- What it takes to build (and pitch) a brand-new AI strategy role internally
- Deltek's build-vs-buy framework for AI tools
- How CX leaders are using personal AI "chiefs of staff" day-to-day
- Why Deltek is rebuilding its entire customer journey around AI
- How to balance automation speed with customer stickiness
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Timestamps
0:00 - Preview & Intro
1:50 - Meet Margo Martin & Jason Goldsmith (Deltek)
2:45 - What Deltek does & org structure
6:40 - How Claude Code changed everything
10:23 - Duplicate AI efforts & the new VP of AI strategy role
14:45 - Why Jason was the pick
19:10 - Jason's 30/60/90 day plan
24:10 - Predicting the first team to join Jason's org
26:45 - Personal AI chiefs of staff
28:28 - Build vs. buy: Deltek's AI tooling philosophy
32:56 - KPIs and metrics for AI transformation
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Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com
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Where to Find the Guest
Margo Martin: https://www.linkedin.com/in/margomartin-/
Jason Goldsmith: https://www.linkedin.com/in/jwgoldsmith/
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Where to Find the Hosts:
Josh's LinkedIn: https://www.linkedin.com/in/jschachter/
Unchurned Substack: https://unchurned.substack.com/
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