Global CSM Enablement Trainer

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 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.