Job summary<\/p>\n
\tAs a Customer Success Manager, you will manage some of DigiCert\u2019s 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\u2019s 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\u00a0
\n\tDigiCert\u2019s 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.<\/p>\n
What you will do<\/p>\n
\tUnderstand and articulate a customer\u2019s business objectives and the impact DigiCert\u2019s solutions have on their business objectives
\n\tUnderstand how our customers are utilizing DigiCert\u2019s security solutions and recommend additional features that can be leveraged to increase their security posture
\n\tDevelop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert including Sales, Support and Product Management
\n\tPresent customer business reviews to executive business owners and technical customer contacts as well as internal stake holders
\n\tMonitor service renewals and expirations to avoid disruption to service
\n\tCommunicate upcoming changes which may impact services
\n\tProvide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders
\n\tManage customer lifecycle to ensure customer\u2019s business goals are met and they realize value in their investment
\n\tDrive and maintain a high level of customer satisfaction
\n\tAssist Sales account managers with the renewal of all entitlements and solutions for your customers
\n\tProvide accurate and timely reporting to meet both internal and customer requirements
\n\tInvest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer\u2019s needs (i.e., Security+ certification)<\/p>\n
What you will have<\/p>\n
\t2+ years customer success\/relationship\/account management experience in the Digital Security, SaaS or Software sector
\n\tPrevious experience with Sales Engineering, Customer Service, or other customer-facing roles (desired)
\n\tPrevious experience with project management \/ PMP, CAPM, or other Project Management certification (desired)
\n\tTertiary qualification (advantageous)
\n\tDigital Security Industry certification (advantageous)
\n\tExperience with CRM tools such as MS Office Suite and Salesforce.
\n\tDemonstrable 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
\n\tAbility to analyse complex situations and work cross-functionally towards a solution
\n\tDemonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently
\n\tStrong organizational skills and very detail oriented, with experience developing and maintaining best practices
\n\tExperience working with enterprise customers, with the ability to diffuse complex customer challenges
\n\tCustomer Centric mindset, with a focus on delivering exceptional service and understanding client needs
\n\tExcellent written and verbal communications skills<\/p>\n
Apply via company website ( ) or<\/p>\n
www.digicert.com<\/p>\n
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