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About the role
<div class="content-intro"><p style="line-height: 1.4;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Who we are</strong></span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 <a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p> </p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job summary</strong></span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">As Customer Success Manager, you will manage DigiCert’s DNSME customers, 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. </span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">DigiCert’s 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 candidates will be adept at managing multiple accounts, resolving issues quickly and identifying opportunities to drive growth and enhance client satisfaction. </span></p>
<p> </p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will do</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Understand and articulate a customer’s business and the impact DigiCert’s solutions have on their business objectives </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Understand how our customers are utilizing DigiCert’s security solutions and recommend additional features that can be leveraged to increase their security posture </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert, Sales, Support and Product Management </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Present customer business reviews to executive business owners and technical customer contacts as well as internal stake holders </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Monitor service renewals and expirations to avoid disruption to service </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Communicate upcoming changes which may impact services </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Manage customer lifecycle to ensure customer’s business goals are met and they realize value in their investment </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Drive and maintain a high level of customer satisfaction</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Assist Sales account managers with the renewal of all entitlements and solutions for your customers </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Provide accurate and timely reporting to meet both internal and customer requirements </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs (i.e., Security+ certification)</span></li>
</ul>
<p> </p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will have</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (strongly desired) </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Previous experience with project management / PMP, CAPM, or other Project Management certification (desired) </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Tertiary qualification (advantageous) </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Digital Security Industry certification (advantageous) </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Experience with CRM tools such as MS Office Suite and Salesforce </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">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 </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Ability to analyse complex situations and work cross-functionally towards a solution </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Strong organizational skills and very detail oriented, with experience developing and maintaining best practices </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Experience working with enterprise customers, with the ability to diffuse complex customer challenges </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs </span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-size: 12pt;">Excellent written and verbal communications skills </span></li>
</ul>
<p> </p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Benefits</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Competitive compensation and comprehensive benefits package </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Generous paid time off, including holidays and additional leave options </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Family-friendly leave policies, including maternity, paternity, and other supportive leave programs </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Health and wellness support, including medical </span><em><span data-contrast="auto">cover</span></em><span data-contrast="auto"> (where applicable), gym reimbursements, and mental well-being resources </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Pension, life insurance, and income protection benefits (location dependent) </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Employee Assistance Program with 24/7 confidential support for employees and their families </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Education assistance and professional development opportunities </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Access to LinkedIn Learning and continuous learning resources </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Employee referral bonus program and additional company perks and discounts </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span data-contrast="auto">Business travel insurance and global employee support programs</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></span></li>
</ul>
<p><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">#LI-FP1</span></p>
<p> </p>
<p><span id="__symantecMPKIClientDetector" style="display: none;">__PRESENT</span></p>
<p><span id="__symantecMPKIClientDetector" style="display: none;">__PRESENT</span></p>
<p><span id="__symantecMPKIClientDetector" style="display: none;">__PRESENT</span></p>
Perks & benefits
- Paid Time Off
- Free Gym Membership
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