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
  • Support new customers during their onboarding journey
  • Join or lead onboarding kick-off calls to understand customer goals and expectations
  • Walk customers through platform features, navigation and key workflows
  • Help customers understand how to use the platform for their specific needs
  • Encourage early usage and engagement across customer users
    
    
• Customer Education & Training
  • Deliver walk-through sessions
  • Share training materials, guides and help resources
  • Answer “how do I” questions and explain product features in simple terms
  • Reinforce best practices and common use cases
    
    
• Communication & Coordination
  • Act as a friendly, reliable point of contact during onboarding
  • Co-ordinate with Validation teams to ensure required validation steps are completed
  • 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
  • Work with Support or Deployment teams when technical questions arise (without owning the fix)
    
    
• Documentation & Handover
  • Keep customer notes and onboarding progress up to date in internal systems
  • Confirm when customers have completed onboarding and are ready for next steps

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Proficiency in Japanese is an added advantage.
• Strong communication skills and confidence speaking with customers
• Friendly, helpful, and professional attitude
• Organized with good attention to detail
• Comfortable learning new systems and explaining it to others
• Interest in customer success, onboarding, or SaaS roles
• Experience delivering training, demos, or presentations
• Familiarity with CRM or customer success tools

Benefits

• Generous time off policies
• Top shelf benefits
• Education, wellness and lifestyle support

#LI-SD1

Job summary

The Customer Authentication department is responsible for conducting due diligence on customers applying for SSL and Code Signing digital certificates to secure websites and applications. Due to the critical nature of the business, we provide 24x7 support in a follow the sun arrangement. The Melbourne team primarily supports Asia Pacific but assists customers from all regions. In this environment teamwork and collaboration is important to our success.

What you will do

• To work in CAS in DigiCert, you are required to pass an extended background check, which will be carried out throughout your tenure in the company, to ensure you maintain our required trusted employee status. The Customer Service Specialist has two key areas of responsibility: customer authentication and customer service. 
  Customer Authentication:
• Review applications for digital certificates and decide if an applicant is eligible to receive the certificate by evaluating information on the organization. This is achieved by following policy guidelines, and showing due diligence and care while reviewing documentation and customer information
• Determine if customer's company is a legitimate legal business entity
• Determine if customer's company has the legal right to use the internet domain name listed on the certificate signing request.
• Verify that a customer's named contacts are employed at customer's company and/or have the legal right to request and/or administer the digital certificate.
• Utilize local knowledge of your supported country to mitigate risk while evaluating enrolments.
• Flag any suspicious applications with management.
• Failure to follow policy guidelines and due care while processing may result in a breach in security, which may result in facilitating fraudulent activity on a customers’ website, and cause damage to the DigiCert brand. 

Customer Service 

• Assist customers with any queries regarding their application via chat, email and phone.
• Work with the customer to ensure their applications meets our security requirements and find solutions when problems arise that delay issuance.
• Seek assistance from management and senior team members to resolve policy, process, and system issues.
• Build relationships with our customers to ensure customer loyalty.
• To best assist customers develop a strong knowledge of DigiCert’s products and customer portals.

Additional Responsibilities: To help enhance the team’s operational effectiveness and customer satisfaction, the team is encouraged to: 

• Participate in projects and system implementations
• Continually look for ways to improve our operational effectiveness, including researching databases to assist us verify information
• Be the voice of the customer and raise issues which impact customer satisfaction
• Assist with mentoring new team member

What you will have

• Fluent in English and Korean
• Excellent written and oral communication in native language and any language listed on CV (including English)
• Customer service experience
• Diploma or bachelor’s degree desirable, but not required
• Experience in a policy / compliance role an advantage (banking, finance, fraud etc.)

Nice to have

• Detail orientated and high level of accuracy
• Strong PC skills and fast typing speed
• Ability to multitask
• Fast learner who is keen to continue learning and developing
• Good interpersonal skills
• Open to receiving and giving constructive feedback
• Strong decision making, and problem-solving skills is required
• Open to change – ability to work in a fast paced, changing environment
• Ability to perform under pressure to meet deadlines and targets
• Ability to work as part of a team, but also as a sole contributor within a team structure 

Benefits

• Generous time off policies
• Top shelf benefits
• Education, wellness and lifestyle support

#LI-SS1