Premium Client Manager

2 days ago

Melbourne, Victoria, Australia DigiCert Full time
Overview

DigiCert's Premium Client Manager role focuses on managing some of DigiCert's largest Enterprise PKI, IOT and TLS clients, building and maintaining strong relationships as the primary point of contact. The role ensures the client's needs and objectives are met through proactive communication, strategic planning and cross functional collaboration with internal teams such as Product, Services, Support, Compliance and Sales. Premium clients receive a higher level of support with faster response times, proactive service updates, and escalation to ensure appropriate service levels and timeliness. The ideal candidate will manage multiple accounts, resolve issues quickly and identify opportunities to drive growth and enhance client satisfaction.

What you will do
  • 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 stakeholders
  • 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
  • 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 customer's 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 (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
  • Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs
  • Excellent written and verbal communications skills
  • Generous time off policies
  • Education, wellness and lifestyle support
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Sales and Business Development
Industries
  • Technology, Information and Internet

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