DigiCert, Inc.
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 (desired)
Previous experience with project management / PMP, CAPM, or other Project Management certification (desired)
Tertiary qualification (advantageous)
Digital Security Industry certification (advantageous)
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
Apply via company website ( ) or
www.digicert.com
To apply for this job please visit www.digicert.com.