EMEA Associate Customer Success Manager (CSM) at DigiCert
Cape TownFull-timeAuthentication and SupportPosted about 2 months ago
Apply with PipelineAbout the Role
<div class="content-intro"><p style="line-height: 1.4;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Who we are</strong></span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at <a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job summary</strong></span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The Associate Customer Success Manager (CSM) supports new customers through the initial implementation and activation of their DigiCert platform environment. This role focuses on customer onboarding and helping users feel confident and successful using the platform.</span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The focus will be on guiding customers through the platform experience and ensuring they have everything they need to move forward to their deployment phase.</span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This role is ideal for someone looking for a career in Customer Success, Customer Support, or SaaS.</span></p>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will do</strong></span></p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Customer Onboarding & Adoption</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support new customers during their onboarding journey</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Join or lead onboarding kick-off calls to understand customer goals and expectations</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Walk customers through platform features, navigation and key workflows</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Help customers understand how to use the platform for their specific needs</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Encourage early usage and engagement across customer users</span></li>
</ul>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Customer Education & Training</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deliver walk-through sessions</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Share training materials, guides and help resources</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Answer “how do I” questions and explain product features in simple terms</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Reinforce best practices and common use cases</span></li>
</ul>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Communication & Coordination</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Act as a friendly, reliable point of contact during onboarding</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Co-ordinate with Validation teams to ensure required validation steps are completed</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work with internal and external stakeholders to establish the certificate infrastructure and co- ordinate the loading of Certificate Authority (CA) to ensure customers environment is fully operational</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work with Support or Deployment teams when technical questions arise (without owning the fix)</span></li>
</ul>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Documentation & Handover</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Keep customer notes and onboarding progress up to date in internal systems</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Confirm when customers have completed onboarding and are ready for next steps</span></li>
</ul>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will have</strong></span></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong communication skills and confidence speaking with customers</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Friendly, helpful, and professional attitude</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Organized with good attention to detail</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Comfortable learning new systems and explaining it to others</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Interest in customer success, onboarding, or SaaS roles</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience delivering training, demos, or presentations</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with CRM or customer success tools</span></li>
</ul>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Benefits</strong></span></p>
<ul>
<li><span data-contrast="auto">Competitive compensation and comprehensive benefits package </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Generous paid time off, including holidays and additional leave options </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Family-friendly leave policies, including maternity, paternity, and other supportive leave programs </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Health and wellness support, including medical </span><em><span data-contrast="auto">cover</span></em><span data-contrast="auto"> (where applicable), gym reimbursements, and mental well-being resources </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Pension, life insurance, and income protection benefits (location dependent) </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Employee Assistance Program with 24/7 confidential support for employees and their families </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Education assistance and professional development opportunities </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Access to LinkedIn Learning and continuous learning resources </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Employee referral bonus program and additional company perks and discounts </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
<li><span data-contrast="auto">Business travel insurance and global employee support programs</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p style="line-height: 1.4;"> </p>
<p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">#LI-FP1</span></p>
<p> </p>
<p><span id="__symantecMPKIClientDetector" style="display: none;">__PRESENT</span></p>
<p><span id="__symantecMPKIClientDetector" style="display: none;">__PRESENT</span></p>
<p><span id="__symantecMPKIClientDetector" style="display: none;">__PRESENT</span></p>
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