Premium Client Manager
1 week ago
OverviewDigiCert'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 doUnderstand and articulate a customer's business objectives and the impact DigiCert's solutions have on their business objectivesUnderstand how our customers are utilizing DigiCert's security solutions and recommend additional features that can be leveraged to increase their security postureDevelop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert including Sales, Support and Product ManagementPresent customer business reviews to executive business owners and technical customer contacts as well as internal stakeholdersMonitor service renewals and expirations to avoid disruption to serviceCommunicate upcoming changes which may impact servicesProvide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholdersManage customer lifecycle to ensure customer's business goals are met and they realize value in their investmentDrive and maintain a high level of customer satisfactionAssist Sales account managers with the renewal of all entitlements and solutions for your customersProvide accurate and timely reporting to meet both internal and customer requirementsInvest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer's needs (i.e., Security+ certification)What you will have2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sectorPrevious 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 SalesforceDemonstrable 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 managementAbility to analyse complex situations and work cross-functionally towards a solutionDemonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficientlyStrong organizational skills and very detail oriented, with experience developing and maintaining best practicesCustomer Centric mindset, with a focus on delivering exceptional service and understanding client needsExcellent written and verbal communications skillsGenerous time off policiesEducation, wellness and lifestyle supportSeniority levelEntry levelEmployment typeFull-timeJob functionSales and Business DevelopmentIndustriesTechnology, Information and Internet
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