Premium Client Manager

DigiCert; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading global security authority is seeking a Premium Client Manager to oversee major clients, ensuring their needs are met through proactive communication and strategic planning. The role involves managing relationships with internal teams and driving customer satisfaction while identifying growth opportunities.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• At least 2 years of experience in customer success or account management.
• Experience handling enterprise customers and resolving complex challenges.

Responsibilities

• Oversee DigiCert’s largest Enterprise PKI, IoT, and TLS clients.
• Drive high levels of customer satisfaction and manage escalations.

Skills

Customer Success

Relationship Management

Analytical Skills

Problem Solving

Communication

Education

Relevant Tertiary Qualifications

Tools

CRM Tools

MS Office

Salesforce

Job description

Who we are

We're a leading, global security authority disrupting our own category. Our encryption is trusted by major ecommerce brands, the world's largest companies, cloud providers, national financial systems, the internet of things, and even embedded devices like pacemakers. We enable companies to put trust into action—digital trust for the real world.

Job summary

As a Premium Client Manager, you will oversee some of DigiCert’s largest Enterprise PKI, IoT, and TLS clients, building and maintaining strong relationships. You will serve as the primary contact, ensuring client needs are met through proactive communication, strategic planning, and collaboration with internal teams such as Product, Services, Support, Compliance, and Sales.

Premium clients receive enhanced support, faster responses, proactive updates, and escalated support to ensure timely service. The ideal candidate will manage multiple accounts, resolve issues swiftly, and identify growth opportunities to boost client satisfaction.

What you will do

1. Understand and articulate the customer’s business and how DigiCert’s solutions impact their objectives.
2. Assess how customers utilize DigiCert’s security solutions and recommend additional features to enhance their security posture.
3. Develop and manage relationships with internal teams across Sales, Support, and Product Management.
4. Present business reviews to executive and technical stakeholders.
5. Monitor service renewals and expirations to prevent disruptions.
6. Communicate upcoming changes affecting services.
7. Manage escalations effectively and communicate technical issue statuses to stakeholders.
8. Oversee the customer lifecycle to ensure business goals are met and value is realized.
9. Drive high levels of customer satisfaction.
10. Assist sales with renewal processes for entitlements and solutions.
11. Provide accurate, timely reports for internal and customer needs.
12. Invest in ongoing industry-relevant skills, such as Security+ certification.
13. Territory: US West Coast.

What you will have

1. At least 2 years of experience in customer success, relationship, or account management within the Digital Security, SaaS, or Software sectors.
2. Experience in sales engineering, customer service, or similar customer-facing roles (preferred).
3. Project management experience or certifications (e.g., PMP, CAPM) are advantageous.
4. Relevant tertiary qualifications are a plus.
5. Digital Security industry certifications are advantageous.
6. Proficiency with CRM tools such as MS Office and Salesforce.
7. Ability to work effectively in a fast-paced environment and communicate well with teams and senior management.
8. Strong analytical and cross-functional problem-solving skills.
9. Excellent organizational skills with attention to detail and best practices.
10. Experience handling enterprise customers and resolving complex challenges.
11. Customer-centric mindset focused on delivering exceptional service.
12. Excellent written and verbal communication skills.

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical