Service Account Manager

**Who We Are**:
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

**“When people think Online trust management, they think Sectigo because we offer our customers**unparalleled** peace of mind.”**

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - **S**upport, **E**xcellence, **C**ollaboration, **T**eamwork, **I**ntegrity, **G**rowth and **O**penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

**What We Are Looking For**:
We are growing our service account team The Service Account Manager (SAM) is responsible for managing premier customer accounts, delivering exceptional service, and maintaining strategic customer relationships. The SAM will act as the primary point of contact for assigned clients, ensuring they receive value from Sectigo’s Premier Service program, timely support, and proactive account management. This role requires strong communication, technical knowledge, and relationship management skills to build trust and foster long-term customer loyalty.

This is a full-time and in-person position, working 5 days a week from our Ottawa office, reporting to our Manager, Product Support, with the suggested compensation range between CAD 60,000 and CAD 72,000 based on years of experience and internal equity.

**What You’ll Be Doing**:

- Serve as the primary liaison for assigned premier customers, delivering personalized and professional account management.
- Ensure clients understand the Premier Service program, its features, and its benefits.
- Develop a deep understanding of customer environments, including system configurations and use cases.
- Respond promptly to customer needs, providing solutions to technical and service-related issues.
- Proactively identify opportunities to enhance customer satisfaction and engagement.
- Facilitate the resolution of technical support challenges by coordinating with internal teams.
- Promote self-service tools and resources to empower customers.
- Maintain detailed records of customer interactions and account activities using CRM tools.
- Provide reports and insights on customer accounts to internal teams and management.
- Work flexible hours as needed to accommodate business and customer requirements.
- Other duties as assigned and related to the nature of this role and company initiatives.

**Requirements**:
**Education**:

- Bachelor’s degree in business, information technology, or a related field (or equivalent experience) is strongly preferred.

Experience:

- Minimum 3 years of customer support, account management, or client success experience in a technical or service-related field.
- Proven ability to work effectively in team environments and manage cross-functional communication.
- Experience in the security industry or with technical support products is a strong asset.

**Talents and Desired Qualifications**:
Technical Skills & Experience:

- Familiarity with enterprise-grade technical environments, including Microsoft products, AWS, Cisco, and Java.
- Proficiency in Linux, Apache, RedHat, and Windows operating systems.
- Knowledge of Windows networking, Active Directory, and protocols like TCP/IP, DNS, SMTP, SSH, and SSL.

Desired Qualifications:

- Certifications or technical expertise in Microsoft, Cisco, AWS, and security-related tools.
- Experience in enterprise account management or a similar customer-facing role.
- Multilingual capabilities, with a focus on languages relevant to customer regions.

Key Traits and Success Factor:

- Excellent verbal and written communication skills in English. Additional language proficiency is a plus.
- Strong relationship-building, problem-solving, and customer service skills.
- Ability to manage multiple accounts and prioritize tasks effectively.
- Analytical mindset with a proactive approach to identifying and solving issues.
- Willingness to adjust working hours based on customer needs and business demands.

**Committed to a Culture of Engagement**:
Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and glo