At a glance
- Experience
- 2+ years experience
- Location
- Melbourne
About the role
- 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.
Responsibilities
- 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
Requirements
- 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
- Previous experience with project management / PMP, CAPM, or other Project Management certification
- 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
Preferred qualifications
- Tertiary qualification
- Digital Security Industry certification
Benefits
- Competitive compensation and comprehensive benefits package
- Generous paid time off, including holidays and additional leave options
- Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
- Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
- Employee Assistance Program with 24/7 confidential support for employees and their families
- Education assistance and professional development opportunities
- Access to LinkedIn Learning and continuous learning resources
- Employee referral bonus program and additional company perks and discounts
- Business travel insurance and global employee support programs
Skills
- Salesforce
- MS Office Suite
