Premium Client Manager, EMEA

DigiCert; Cape Town; On-site; ZAR 500,000 - 800,000; Full time

Job summary

DigiCert, a leading global security authority, is seeking a Premium Client Manager to oversee key Enterprise clients. In this role, you'll build strong client relationships and ensure delivery of exceptional service. Qualified candidates should have 2+ years in customer management and strong organizational skills. Join a dynamic team focused on redefining digital trust in various sectors.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• 2+ years in customer success/relationship/account management in Digital Security, SaaS, or Software.
• Experience with Sales Engineering or Customer Service desired.
• Project management certification (PMP, CAPM) advantageous.

Responsibilities

• Manage relationships with DigiCert's largest Enterprise PKI, IOT, and TLS clients.
• Proactively communicate with internal teams to meet client objectives.
• Monitor service renewals and expirations to ensure seamless service.

Skills

Customer Centric mindset

Excellent written and verbal communication skills

Analytical skills

Organizational skills

Experience with CRM tools

Education

Tertiary qualification

Digital Security Industry certification

Tools

Salesforce

MS Office Suite

Job description

Who we are

We'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 summary

As 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 Sales.

DigiCert’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 do

• Understand and articulate a customer’s business and the impact DigiCert’s solutions have on their business objectives
• Understand how our customers are utilizing DigiCert’s security solutions and recommend additional features that can be leveraged to increase their security posture
• Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert, Sales, Support and Product Management
• Present customer business reviews to executive business owners and technical customer contacts as well as internal stake holders
• Monitor service renewals and expirations to avoid disruption to service
• Communicate upcoming changes which may impact services
• Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders
• Manage customer lifecycle to ensure customer’s business goals are met and they realize value in their investment
• Drive and maintain a high level of customer satisfaction
• Assist Sales account managers with the renewal of all entitlements and solutions for your customers
• Provide accurate and timely reporting to meet both internal and customer requirements
• Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs (i.e., Security+ certification)

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (strongly 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 Salesforce.
• Demonstrable 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 management
• Ability to analyse complex situations and work cross-functionally towards a solution
• Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently
• Strong organizational skills and very detail oriented, with experience developing and maintaining best practices
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges
• Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs
• Excellent written and verbal communications skills

Benefits

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

#LI-GA1__PRESENT

__PRESENT __PRESENT __PRESENT __PRESENT

__PRESENT

__PRESENT

__PRESENT

__PRESENT

__PRESENT

__PRESENT