Customer Success Onboarding Supervisor

Job summary

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.

Overall responsibilities will be to ensure CSMs are meeting their required KPIs, have mastery over their role, while also completing required work tasks. Additionally, Supervisors will monitor and drive business needs for the CSM team, including escalations, JIRAs, and other necessary items for the team and customers. On occasion, Supervisors may also be needed to cover accounts while team members are out of office. Day to Day will be spent managing the team and the business overall, driving for success.

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. The ideal candidate will be adept at managing multiple team members, understanding DigiCert platforms, teams, processes and should have at least 2 years of Onboarding Experience working with Non Premium customers.

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).
• 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
  • Mentorship for the CSM Onboarding role itself (lead by example)
• Team Building events and creative sessions for enhancing team processes and morale.
• Hosting 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 and can communicate effectively in group settings as well as to senior management
• Ability to analyse complex situations and work cross-functionally towards a solution
• Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently
• 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. 

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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