Manager, Customer Success at DigiCert, Inc.

Job summary

We are seeking an experienced and dynamic Manager for our DNS Customer Success team to oversee their responsibilities for onboarding new customers and managing our enterprise DNS and traffic management positions. This is a role that interacts with cross-functional leadership teams and customers, supporting them with insights into global best practices and implementation processes to ensure that we meet critical KPIs, and drive customer satisfaction with company projects and services at all times. 

This role involves managing a team of CSMs (Customer Success Managers), driving business growth, and maintaining exceptional service standards. As Manager, Customer Success you will be responsible for developing business strategies and insights to maintain and improve operational fitness, managing the day-to-day business, and assist in achieving company objectives to grow and retain our business.

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.

What you will do

Leadership and management

• Lead and manage a team of CSMs, ensuring alignment with the organization's goals and objectives.
• Drive accountability and ownership.
• Understand DNS and how our customers are utilizing DigiCert’s DNS and traffic management solutions.
• Foster a collaborative and high-performance culture.
• Provide guidance and support to CSMs to enhance their effectiveness and development.

Customer service excellence

• Ensure customers receive the highest level of service.
• Monitor customer satisfaction metrics and implement strategies to maintain and improve service quality.
• Address and resolve escalated customer issues promptly and effectively.

Operational oversight

• Oversee day-to-day operations. Performance management against KPIs and SLAs.
• Develop and implement operational policies and procedures to standardize practices and ensure efficiency.
• Monitor and analyze operational performance, identifying areas for improvement.

Strategic planning

• Develop and execute strategic plans to achieve organizational goals.
• Coordinate with senior management to align global strategies with overall business objectives.
• Prepare and present reports on operational performance and strategic initiatives.
• 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.
• Develop or maintain documentation, processes, and implementation checklists.
• Develop handoff strategies and processes for Consulting teams, Support teams, and other cross-functional teams that are involved in the end-to-end process.

What you will have

• 4+ years of experience managing a team of Customer Success Managers with a focus on DNS products.
• Tertiary qualification or equivalent work experience.
• Ability to multitask and prioritize effectively.
• Excellent customer service and escalation management skills.
• Excellent writing, communications, presentation and interpersonal skills required.
• Ability to work independently with minimal direct supervision.
• Moderate knowledge of DNS industry, competitors, products and services.
• Strong management and problem-solving/analytical skills.
• Flexible and adaptable to cope with long-term and short-term changes to plans.
• Professional approach to work.
• Strong customer focus and with strong process orientation and attention to detail.
• Strong team player.
• Excellent verbal and written communication skills.
• Active listening skills.
• Ability to teach, train and develop others.
• Ability to plan, organize, and work successfully on simultaneous projects.
• Demonstrated ability to work effectively with all organizational units.
• Ability to exercise good judgment as relates to the issuance of validated orders; impacting revenue realization.
• Personal and professional integrity.

Benefits

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