Customer Success Manager (DNSME)

Responsible for onboarding of new customers and managing our enterprise DNSME and traffic management positions. Ensures that the customer is satisfied with company projects and services. This role will work 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 industry. This role would be focused on working with these brands and the new brands that are part of DigiCert’s DNS businesses. 

• →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 DNSME 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

• →2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• →Tertiary qualification (advantageous)
• →Digital Security Industry certification (advantageous)
• →Experience with CRM tools such as MS Office Suite and Salesforce
• →Ability to work well in a fast-paced, challenging environment as part of a dynamic team, with strong communication skills at all levels including senior management
• →Ability to analyze complex situations and work cross-functionally towards solutions
• →Strong organizational and detail-oriented skills, with experience developing processes and maintaining best practices
• →Experience working with SME & Enterprise customers, with the ability to diffuse complex customer challenges
• →Customer-centric mindset, with the ability to gather requirements and resolve issues effectively
• →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
• →Excellent written and verbal communication skills