Associate Support Trainer, CSM

DigiCert; Cape Town; On-site; ZAR 420,000 - 700,000; Full time

Benefits offered by this job

Competitive compensation package

Generous paid time off

Education assistance

Job summary

DigiCert is seeking a dynamic Associate Support Trainer - CSM to design, develop, and deliver onboarding and upskilling programs that empower our Customer Success Manager (CSM) team to deliver exceptional customer experiences.

This role bridges technical product expertise, account management excellence, and customer success best practices to ensure our assigned enterprise customers receive world-class support and value realization.

Qualifications

• 2+ years of experience in client management, project management, account management, customer success, technical support, solution engineers or other customer-facing roles with a strong understanding of premium or enterprise customer engagement models.
• DC1 and CC proficiency (2+ years’ experience)
• Experience with service-based architecture and CI/CD practices.
• Proficiency with API systems.
• Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs (desired)
• Tertiary qualification information technology or work experience or CompTIA A+, CompTIA Network+ and CTT+ certifications or similar (advantageous)
• Proven experience designing and facilitating technical or customer-facing training programs is advantageous
• Experience with CRM tools such as MS Office Suite and Salesforce.
• Knowledge of Linux and Windows Server platforms.
• Experience with PKI, SSL/TLS, IoT, IT security, or related technical fields preferred
• Strong project and time management skills.
• Solid understanding of design patterns, data structures, and algorithms.
• Excellent interpersonal and collaboration skills.
• Familiarity with Microsoft Windows Servers and Apache (OpenSSL) is preferred, and any knowledge of Linux and other server administration would be considered (advantageous)

Responsibilities

• Develop and deliver onboarding and continuous training programs for new and existing Customer Success Managers focused on Product Knowledge, Technical Troubleshooting and Customer Engagement.
• Create blended learning materials including leader guides, participant guides, presentations, e-learning, and job aids.
• Facilitate online and live instructor-led DigiCert training sessions.
• Produce training materials such as manuals, role-play scenarios, workshops and assessments.
• Collaborate with SMEs across Product, Support, Professional Services, SE’s and Success teams to keep content current.
• Design engaging learning experiences through research, testing, and cross-team collaboration.
• Provide personalized coaching for CSMs advancing in their roles.
• Act as project lead, managing deliverables, schedules, and implementation of programs.
• Explore innovative learning approaches and new technologies.
• Build complex virtual labs for instructor-led trainings.
• Run skill-gap analyses with CSM managers to identify improvement opportunities through learning

Skills

Client management

Project management

Customer success

Technical support

CRM proficiency

IT security knowledge

Linux knowledge

Windows Server

Time management

Interpersonal skills

Problem solving

Education

IT-related degree

CompTIA A+/Network+ or similar

Tools

MS Office Suite

Salesforce

OpenSSL knowledge

Job description

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future atwww.digicert.com

Job summary

DigiCert is seeking a dynamic, enthusiastic, and forward-thinking Associate Support Trainer - CSM to design, develop, and deliver onboarding and upskilling programs that empower our Customer Success Manager (CSM) team to deliver exceptional customer experiences. This role bridges technical product expertise, account management excellence, and customer success best practices to ensure our assigned enterprise customers receive world-class support and value realization.

The ideal candidate combines strong technical and client management skills, a blended learning approach, facilitation and a passion for coaching customer-facing teams. The role will be covering the global CSM team, which spans different regions (EMEA, AMS &APAC).

What you will do

• Develop and deliver onboarding and continuous training programs for new and existing Customer Success Managers focused on Product Knowledge, Technical Troubleshooting and Customer Engagement.
• Develop blended learning solutions in various formats (written, oral, interactive, recorded) by creating or project managing a variety of deliverables including leader guide, participant guide, presentation media, e-learning, and job aids.
• Facilitate online and live instructor-led training sessions for DigiCert.
• Create training materials including presentations, manuals, role-play scenarios, workshops and assessments.
• Partner with subject matter experts (SMEs) across Product, Support, Professional Services, SE’s and Success teams to ensure training content aligns with evolving business needs, product updates and remain up to date
• Create engaging learning experiences through research, testing, and collaboration with various teams
• Provide personalized support for CSM who are building their capabilities or stepping into new roles.
• Act as project leader in managing deliverables, schedules, and overall implementation of programs.
• Contribute innovative approaches to field enablement by keeping current with new learning methods and technologies.
• Create complex virtual lab environments that support our virtual, instructor-led training offerings.
• Conduct regular skill-gap and training needs assessments in collaboration with CSM managers and key stakeholders to identify performance improvement opportunities addressable through learning interventions.

What you will have

• 2+ years of experience in client management, project management, account management, customer success, technical support, solution engineers or other customer-facing roles with a strong understanding of premium or enterprise customer engagement models.
• DC1 and CC proficiency (2+ years’ experience)
• Experience with service-based architecture and CI/CD practices.
• Proficiency with API systems.
• Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs (desired)
• Tertiary qualification information technology or work experience or CompTIA A+, CompTIA Network+ and CTT+ certifications or similar (advantageous)
• Proven experience designing and facilitating technical or customer-facing training programs is advantageous
• Experience with CRM tools such as MS Office Suite and Salesforce.
• Knowledge of Linux and Windows Server platforms.
• Experience with PKI, SSL/TLS, IoT, IT security, or related technical fields preferred
• Strong project and time management skills.
• Solid understanding of design patterns, data structures, and algorithms.
• Excellent interpersonal and collaboration skills.
• Familiarity with Microsoft Windows Servers and Apache (OpenSSL) is preferred, and any knowledge of Linux and other server administration would be considered (advantageous)

Nice to have Software/tools experience

• Cloud-Hosted Virtual IT Labs (VMWare, CloudShare)
• MS Office (Word, PowerPoint, Excel)
• Learning Management Systems (Moodle) (advantageous)
• eLearning Content Development Tools (Articulate Rise, Adobe Captivate) (advantageous)
• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays andadditionalleave 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
• Pension, life insurance, and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and their families
• Educationassistanceand professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program andadditionalcompanyperksand discounts
• Business travel insurance and global employee support programs