Customer Success Manager (West Coast)
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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 100000 organizations including 90% of the Fortune 500 choose DigiCert to stop todays threats and prepare for a quantum-safe future
Job summary
As Customer Success Manager you will manage some of DigiCerts 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 clients 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.
DigiCerts Customer Success 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 candidateå 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 customers business and the impact DigiCerts solutions have on their business objectives
- Understand how our customers are utilizing DigiCerts 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 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 customers 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 customers 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 (strongly 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
Benefits
- Provident Fund
- Medical Aid Gap Cover
- Employee Assistance Program
- Gym Reimbursement
- Life Insurance
- Disability Insurance
Required Experience:
Manager
Key Skills
- Business Development
- Company Policies
- Customer Service
- Financial Performance
- Revenue Growth
- Oversight
- Regional Sales
- Account Management
- Project Management
- Product Line
- Ensure Compliance
- Human Resources
- Procedures
- Sales Goals
- Direct Reports
About Company
DigiCert is the leading TLS/SSL Certificate Authority specializing in digital trust for the real world through PKI, IoT, DNS, Document & Software security solutions.
