Technical Account Manager

Job summary

We are seeking a Technical Account Manager (TAM) to join DigiCerts growing global team and support our most strategic high-value enterprise customers. As a Technical Account Manager at DigiCert you will serve as a trusted technical advisor and primary point of contact for customers enrolled in Premium Support. You will deliver a proactive high-touch support experience by combining deep technical expertise with strong customer advocacy. Acting as a Subject Matter Expert (SME) across DigiCert products and services you will lead issue management guide best practices and partner closely with internal teams to ensure optimal customer outcomes. This role is central to DigiCerts mission of delivering a world-class customer experience minimizing customer risk and downtime and maximizing the value customers realize from our solutions.

What you will do

Technical Support And Guidance

• Facilitate timely solutions for technical support problems ensuring minimal disruption and productivity loss.
• Collaborate with internal technical teams to proactively monitor and manage customer issues.
• Troubleshoot and resolve technical problems with a strong understanding of DigiCert PKI/Digital Security products including SSL/TLS S/MIME and Certificate Lifecycle Management (CLM).

Customer Relationship Management

• Provide Premier-quality account management to assigned customers ensuring they fully receive the benefits of the Premier Support program.
• Act as the primary point of contact delivering advanced troubleshooting and maintaining strategic relationships.
• Build trust by providing consistency accountability and visibility tailored to the customers business and product needs.
• Conduct periodic business reviews to discuss technical health actionable insights and personalized assessments. Product Expertise with all DigiCert One Products.
• Provide product training and technical advice to clients ensuring they are empowered to use DigiCert solutions effectively.
• Maintain expertise in DigiCert product suite and related technologies including Microsoft Cisco AWS Citrix Linux Apache RedHat F5 DNS Products and Windows operating systems.
• Demonstrate strong knowledge of networking concepts (TCP/IP DNS SMTP SSH SSL) and information security products (antivirus spam filters email encryption etc.).
• Leverage deep technical skills to proactively manage key events and prevent disruptions for customers. Account Management and Growth:
• Manage customer relationships to ensure satisfaction retention and long-term success.
• Identify opportunities by analyzing customer needs and usage trends.
• Act as a trusted advisor by providing personalized data-driven insights and technical health reviews to achieve customer objectives.
• Advocate for customers by providing feedback to DigiCert engineering and product teams based on customer insights.
• Other duties assigned and related to the nature of this role and company initiatives.

What you will have

• Bachelors degree in business information technology or a related field (or equivalent experience) is strongly preferred.
• 3 years of dedicated customer support account management or client success experience in a technical or service-related field.
• Proven ability to work effectively in team environments and manage cross-functional communication.
• Experience in the security industry or with technical support products is a strong asset.

Account Management

• Proven ability to build and nurture long-term customer relationships.
• Experience in enterprise account management or a similar customer-facing role.
• Experience conducting business reviews and delivering customer-centric solutions.

Technical Expertise

• Familiarity with enterprise-grade technical environments including Microsoft products AWS Cisco Java Load Balancers Proxys Python etc.
• Strong experience and understanding of Rest API and Json.
• Strong Understanding of PKI/Digital Security products.
• Strong understanding of network topologys.
• Expertise in operating systems (Linux Apache RedHat Windows Ubuntu) and networking concepts (TCP/IP DNS SMTP etc.).
• Hands-on experience troubleshooting server-level and security product issues.

Communication and Problem- Solving

• Excellent interpersonal and organizational skills to manage multiple accounts effectively.
• Strong problem-solving skills to address technical challenges and provide timely resolutions.

Soft Skills

• Ability to work collaboratively in a team environment and adapt to flexible schedules.
• Strong relationship-building problem-solving and customer service skills.
• Ability to manage multiple accounts and prioritize tasks effectively.
• Analytical mindset with a proactive approach to identifying and solving issues.
• Fluency in English with excellent verbal and written communication skills. Additional language proficiency is a plus.

Nice to have

• Industry certifications like Microsoft AWS etc.

Benefits

• Generous time off policies
• Top shelf benefits
• Education wellness and lifestyle support

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