[Hiring] Customer Success Onboarding Supervisor @DigiCert

Role Description

Customer Success Team Supervisors will be responsible for managing 7-10 direct reports from the CSM team overall. This will be a remote position that handles the Onboarding CSM team for North America.

• Ensure CSMs are meeting their required KPIs and have mastery over their role.
• Complete required work tasks and monitor business needs for the CSM team.
• Handle escalations, JIRAs, and other necessary items for the team and customers.
• Occasionally cover accounts while team members are out of office.
• Drive success by managing the team and the business overall.

DigiCert’s Onboarding CSM team will be responsible for net new Non Premium accounts that need assistance in setting up their platform accounts, handling CA requests, adding purchased units to the account, and assisting with any blockers, while working with other DigiCert teams.

What you will do

• Monitor KPIs for your team and coach where needed.
• Ensure team members are reaching their stated goals for education and career advancement.
• Assist with escalations, coverage, and driving team initiatives (new processes development and deployment).
• Conduct coaching sessions with individual team members:
• Review of call/case handling.
• Review of relationships with customers/internal teams.
• Review of business impact.
• Assisting with career progression.
• Provide mentorship for the CSM Onboarding role itself (lead by example).
• Organize team building events and creative sessions for enhancing team processes and morale.
• Host training sessions for specific team-related topics.

What you will have

• 2+ years of customer onboarding experience.
• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS, or Software sector.
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (desired).
• Tertiary qualification (advantageous).
• Digital Security Industry certification (advantageous).
• Experience with CRM tools such as MS Office Suite and Salesforce.
• Demonstrable ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals.
• Ability to analyze complex situations and work cross-functionally towards a solution.
• 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.
• Customer-centric mindset, with a focus on delivering exceptional service and understanding client needs.
• Excellent written and verbal communications skills.

Benefits

• DigiCert offers a competitive benefits package for all of our full-time employees.