Service Account Manager

Sectigo, Inc.; Eastern Ontario; On-site; CAD 62,000 - 70,000; Full time

Job summary

A leading provider of digital identity and cybersecurity solutions is seeking a Service Account Manager to deliver exceptional support to enterprise customers. This full-time role in Ottawa involves managing customer relationships, providing technical support, and ensuring customer satisfaction. The ideal candidate will have a strong background in customer service, technical expertise, and excellent communication skills. Join a dynamic team committed to operational excellence and customer success.

Qualifications

• Minimum 3 years of customer support or account management experience.
• Proven ability to build long-term customer relationships.

Responsibilities

• Provide Premier Support to high value enterprise customers.
• Act as the single point of contact for issue management.
• Manage customer relationships to ensure satisfaction and retention.

Skills

Customer Relationship Management

Technical Support

Problem-Solving

Communication

Education

Bachelor’s degree in business or information technology

Tools

AWS

Cisco

Linux

Windows

Apache

RedHat

Job description

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - S upport, E xcellence, C ollaboration, T eamwork, I ntegrity, G rowth and O penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

What We Are Looking For :

As a Service Account Manager (SAM) at Sectigo, you will play a pivotal role in providing Premier Support to high value enterprise customers, delivering an elevated level of access to Sectigo experts and features. Acting as the single point of contact for issue management, you will ensure consistent, proactive, and personalized service while collaborating with internal teams to optimize solutions for customer success.

Sectigo Premier Support is designed to provide 24 / 7 / 365 access to experts, minimizing downtime, maximizing productivity, and driving customer success. This role is critical to achieving Sectigo’s mission of delivering a world-class customer experience.

This is a full-time and in-person position, working 5 days a week from our Ottawa office, reporting to our Manager, Product Support. The ideal candidate must be available between 8AM and 8PM, Monday through Friday, in a flexible schedule (40 hours a week) based on business demands and customer needs. The suggested compensation range for this position is between CAD 62,000 and CAD 70,000, based on years of relevant experience and internal equity.

What You’ll Be Doing :

Technical Support and Guidance :

• Facilitate timely solutions for technical support problems, ensuring minimal disruption and productivity loss.
• Collaborate with internal technical teams to proactively monitor and manage customer issues.
• Troubleshoot and resolve technical problems with a strong understanding of Sectigo's PKI / Digital Security products , including SSL / TLS, S / MIME, and Certificate Lifecycle Management (CLM).
• Adhere to support metrics , including SLAs, response times, and resolution times, while meeting and exceeding customer expectations.

Customer Relationship Management :

• Provide Premier-quality account management to assigned customers, ensuring they fully receive the benefits of the Premier Support program.
• Act as the primary point of contact , delivering advanced troubleshooting and maintaining strategic relationships.
• Build trust by providing consistency, accountability, and visibility tailored to the customer's business and product needs.
• Conduct periodic business reviews to discuss technical health, actionable insights, and personalized assessments.
• Provide product training and technical advice to clients, ensuring they are empowered to use Sectigo solutions effectively.
• Maintain expertise in Sectigo's product suite and related technologies, including Microsoft, Cisco, AWS, Citrix, Linux, Apache, RedHat, and Windows operating systems.
• Demonstrate strong knowledge of networking concepts (TCP / IP, DNS, SMTP, SSH, SSL) and information security products (antivirus, spam filters, email encryption, etc.).
• Leverage deep technical skills to proactively manage key events and prevent disruptions for customers.

Account Management and Growth :

• Manage customer relationships to ensure satisfaction, retention, and long-term success.
• Identify opportunities by analyzing customer needs and usage trends.
• Act as a trusted advisor by providing personalized, data-driven insights and technical health reviews to achieve customer objectives.
• Advocate for customers by providing feedback to Sectigo's engineering and product teams based on customer insights.

Other duties as assigned and related to the nature of this role and company initiatives.

Requirements : Education :

• Bachelor’s degree in business, information technology, or a related field (or equivalent experience) is strongly preferred.

Experience :

• Minimum 3 years of dedicated customer support, account management, or client success experience in a technical or service-related field.
• Proven ability to work effectively in team environments and manage cross-functional communication.
• Experience in the security industry or with technical support products is a strong asset.

Talents and Desired Qualifications :

• Account Management :
• Proven ability to build and nurture long-term customer relationships.
• Experience in enterprise account management or a similar customer-facing role.
• Experience conducting business reviews and delivering customer-centric solutions.
• Technical Expertise :
• Familiarity with enterprise-grade technical environments, including Microsoft products, AWS, Cisco, and Java.
• Understanding of PKI / Digital Security products.
• Expertise in operating systems (Linux, Apache, RedHat, Windows) and networking concepts (TCP / IP, DNS, SMTP, etc.).
• Hands-on experience troubleshooting server-level and security product issues.
• Communication and Problem-Solving :
• Excellent interpersonal and organizational skills to manage multiple accounts effectively.
• Strong problem-solving skills to address technical challenges and provide timely resolutions.
• Soft Skills :
• Ability to work collaboratively in a team environment and adapt to flexible schedules.
• Strong relationship-building, problem-solving, and customer service skills.
• Ability to manage multiple accounts and prioritize tasks effectively.
• Analytical mindset with a proactive approach to identifying and solving issues.
• Willingness to adjust working hours based on customer needs and business demands.
• Fluency in English with excellent verbal and written communication skills. Additional language proficiency is a plus.

Committed to a Culture of Engagement :

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.