Account Manager

Summary

Join DigiCert as an Account Manager to focus on renewing contracts with existing clients, maintaining and expanding customer relationships, and resolving customer issues. This remote North American role requires close collaboration with Account Executives to build strong relationships, ensure customer retention, and achieve company objectives. You will actively listen to customers, seek information to understand their needs, and maintain composure under pressure. Administrative tasks include creating QBR decks, following up with customers, and updating Salesforce CRM. Success in this role requires excellent communication, negotiation, and problem-solving skills.

Requirements

• Excellent written and verbal communication skills
• Proactive in adopting sales best practices and a leader in process adherence
• Can demonstrate market and industry knowledge and recognize changing market trends
• Excellent objection handling and negotiating abilities
• Driven to invest time in self-education that can be applied in a professional context
• Demonstrates the ability to link corporate strategic goals to customer-facing solutions
• Strong collaboration skills and ability to work alongside multiple team members
• Proven record of meeting/exceeding established goals
• Ability to effectively communicate with internal stakeholders
• Highly resourceful when needed to overcome barriers and objections
• Ability to communicate with all levels within customer/prospect’s organization via phone or email
• Bachelor's degree or equivalent work experience
• 3+ years of experience in customer services and/or account management
• Familiarity selling and consulting ASP/SaaS models or software sales experience
• Strong Customer Relationship Management strategy and service ethics
• The ability to deliver a value proposition that is not always apparent to the end user
• Experience and/or Personality that is customer centric

Responsibilities

• Building & Fostering Strong Relationships – Working closely with your Account Executive to develop a deep relationship with strategic DigiCert/Vercara customers, focusing on increasing adoption, the renewal process, ensuring retention, and long-term success solving security challenges
• Active Listening – Enhance mutual understanding in communicating with others by expressing genuine interest in, and providing full attention to, the content and meaning of others’ messages, realizing opportunities to expand DigiCert’s/Vercara reach
• Information Seeking – Driven by an underlying curiosity and desire to know more about our current customer base, what's working well and any issues. This involves going beyond routine questions and includes digging into or pressing for exact information; resolving discrepancies by asking a series of questions scanning for opportunities or miscellaneous information that may be used in the future
• Composure and Resiliency – Able to deal effectively with pressure, strict deadlines, maintain focus and intensity, and remain optimistic and persistent, even under adversity. They have the ability and propensity to recover quickly from setbacks, rejections, and conflicts and to maintain self-control in the face of hostility or provocation
• Organizational Savvy – Gather and accurately assess information related to the organization’s formal and informal communication channels and power relationships
• Administrative – Support Account Managers with creating QBR decks, customer follow up via phone and email, and any additional requests to improve and maintain customer satisfaction. Update Salesforce CRM with all correct contacts, contract terms, risk scores and next steps

Preferred Qualifications

• Knowledge in DDoS Mitigation and Managed DNS Framework a huge plus
• Sales training and experience with solution, consultative, strategic and/or conceptual/complex selling is preferred
• Outgoing self-starter with a long-term focus on making an impact within our rapidly growing company
• The ideal candidate can communicate with senior level management, explain complex products, and demonstrate technology services over the phone and in person
• Experience with MS Office products and Salesforce.com is a plus

Benefits

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