Premium Client Manager

Who we areWe're a leading, global security authority that's disrupting our own category.
Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.
We help companies put trust - an abstract idea - to work.
That's digital trust for the real world.Job summaryAs a Premium Client 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 such a Product, Services, Support and Compliance and SalesDigiCert's Premium 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 candidate will be adept at managing multiple accounts, resolving issues quickly and identifying 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 stake holdersMonitor 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 practicesStrong 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 skillsBenefitsGenerous time off policiesTop shelf benefitsEducation, wellness and lifestyle support#LI-SD1
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