Premium Customer Success Manager

Who we are

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com

Job summary

As a Customer Success Manager, you will manage some of DigiCert’s largest Enterprise PKI, IOT and TLS clients where you will be responsible for building and maintaining strong relationships. The role serves as a primary point of contact, ensuring the client’s needs and objectives are met through proactive communication, strategic planning and cross functional collaboration with internal teams such a Product, Services, Support and Compliance and Sales

DigiCert’s Premium clients receive a higher level of support, faster response times, proactive information about service updates and support escalation to make sure they receive the right level of service at the appropriate time. The ideal candidate will be adept at managing multiple accounts, resolving issues quickly and identifying opportunities to drive growth and enhance client satisfaction.

What you will do

Understand and articulate a customer’s business objectives and the impact DigiCert’s solutions have on their business objectives

Understand how our customers are utilizing DigiCert’s security solutions and recommend additional features that can be leveraged to increase their security posture

Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert including Sales, Support and Product Management

Present customer business reviews to executive business owners and technical customer contacts as well as internal stake holders

Monitor service renewals and expirations to avoid disruption to service

Communicate upcoming changes which may impact services

Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders

Manage customer lifecycle to ensure customer’s business goals are met and they realize value in their investment

Drive and maintain a high level of customer satisfaction

Assist Sales account managers with the renewal of all entitlements and solutions for your customers

Provide accurate and timely reporting to meet both internal and customer requirements

Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs (i.e., Security+ certification)

What you will have

2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector.

Previous experience with Sales Engineering, Customer Service, or other customer-facing roles

Previous experience with project management / PMP, CAPM, or other Project Management certification

Experience with CRM tools such as MS Office Suite and Salesforce.

Demonstrable ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals and can communicate effectively in group settings as well as to senior management

Ability to analyse complex situations and work cross-functionally towards a solution

Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently

Strong organizational skills and very detail oriented, with experience developing and maintaining best practices

Experience working with enterprise customers, with the ability to diffuse complex customer challenges

Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs

Excellent written and verbal communications skills

Nice to have

Tertiary qualification

Digital Security Industry certification

Benefits

Competitive compensation and comprehensive benefits package

Generous paid time off, including holidays and additional leave options

Family-friendly leave policies, including maternity, paternity, and other supportive leave programs

Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources

Employee Assistance Program with 24/7 confidential support for employees and their families

Education assistance and professional development opportunities

Access to LinkedIn Learning and continuous learning resources

Employee referral bonus program and additional company perks and discounts

Business travel insurance and global employee support programs

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

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