Associate Customer Success Manager

AU Melbourne·Posted today

saas

<div class="content-intro">Who we are 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></div>Job summary 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. 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. This role is ideal for someone looking for a career in Customer Success, Customer Support, or SaaS.   What you will do Customer Onboarding & Adoption <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support new customers during their onboarding journey</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Join or lead onboarding kick-off calls to understand customer goals and expectations</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Walk customers through platform features, navigation and key workflows</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Help customers understand how to use the platform for their specific needs</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Encourage early usage and engagement across customer users</li> </ul> Customer Education & Training <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deliver walk-through sessions</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Share training materials, guides and help resources</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Answer “how do I” questions and explain product features in simple terms</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Reinforce best practices and common use cases</li> </ul> Communication & Coordination <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Act as a friendly, reliable point of contact during onboarding</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Co-ordinate with Validation teams to ensure required validation steps are completed</li> <li 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</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work with Support or Deployment teams when technical questions arise (without owning the fix)</li> </ul> Documentation & Handover <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Keep customer notes and onboarding progress up to date in internal systems</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Confirm when customers have completed onboarding and are ready for next steps</li> </ul> What you will have Required <ul> <li 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</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong communication skills and confidence speaking with customers</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Friendly, helpful, and professional attitude</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Organized with good attention to detail</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Comfortable learning new systems and explaining it to others</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Interest in customer success, onboarding, or SaaS roles</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience delivering training, demos, or presentations</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with CRM or customer success tools</li> </ul>   Benefits <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Private Health Insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee Assistance Program</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Education Support Program</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Headspace membership</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Novated Leasing</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Gym Allowance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Life Insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Disability Insurance</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Three recharge days per year</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Moving Leave</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Study Leave</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Paid Maternity/Paternity Leave</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Flexible/Hybrid work environment </li> </ul> DigiCert offers a competitive benefits package for all of our full-time employees.  If you want to know more about them, please reach out to us at <a href="mailto:TA@digicert.com">TA@digicert.com</a>. To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.   #LI-SD1

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