Customer Success Manager

at DigiCert
Cape Town

ABOUT DIGICERT

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-and abstract idea-to work. That's digital trust for the real world.

As Customer Success Manager, DNSME you will be responsible for onboarding of new customers and managing our enterprise DNS and traffic management positions. A critical KPI would be to ensure that the customer is satisfied with company projects and services at all times. This is a role that interacts directly with customers and several cross-functional leadership teams, supporting them with insights into global best practices and implementation processes.

DigiCert owns and operates the brands of DNS Made Easy and Constellix which are known as the industry leaders in the DNS and monitoring industry.

This is a hybrid position in Cape Town.

WHAT YOU WILL DO

Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert, in particular Sales, Support and Product Management
Understand how our customers are utilizing DigiCert’s DNS and traffic management solutions and recommend additional features that can be leveraged to increase their digital experience
Develop detailed project plans for initial implementations, enhancements, and upgrades, and establish project scope, deliverables, and timelines
Responsible for the successful and timely deployments of DigiCert services
Identify, resolve, or escalate critical business issues that pertain to the success of projects and the customer business
Develop or maintain documentation, processes, and implementation checklists
Self-manage workload to ensure timely deployments
Act as main point of contact for Customers through the implementation and onboarding process
Develop handoff strategies and processes for Consulting teams, Support teams, and other cross-functional teams that are involved in the end-to-end process
Advise leadership to help manage overall deployment execution

WHAT YOU HAVE

Tertiary qualification (advantageous)
2+ years' experience in a CSM or similar role at a SaaS, web hosting or network services company (strongly desired)
Previous experience with DNS, CDN, monitoring solutions, web hosting services, or network services (strongly desired)
Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (desired)
Previous experience with project management / PMP, CAPM, or other Project Management certification (desired)
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 analyze 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
Excellent written and verbal communications skills
Ability to gather customer requirements and issues

WHAT IS IN IT FOR YOU

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

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.