Customer Experience Advocate at Mimecast

Job Description

About The Role

• The Account Manager role fits within the Customer Advocate team and is essentially responsible for interfacing with a large portfolio of Small Business level customers to:
• Ensure customer delight and build advocacy in their existing base
• Increase feature utilization and drive stickiness
• Protect existing revenue through entrenching value in our customers’ businesses
• Providing a supporting role to drive additional revenue through key partnerships with strategic sales staff associated with different accounts.
• This Customer Advocate (as we call this person at Mimecast), will manage a large number of customer accounts across various industries. The core focus of the role is to manage the needs of different audiences in your customers - from the IT Director to the Finance Clerk, whilst having a strategic view of your client base in order to drive up satisfaction and work towards 100% retention.
• This would require management of multiple stakeholders across our business and that of the customer, so needs an individual who is very structured and focused in working towards deliverables and deadlines.
• This role focuses on customer enablement and delight - with the aim to grow our base into advocates who would love to recommend us to anyone else. It is a strongly relationship focused role - both with customers and with other team members, particularly within Sales.

Who We Are Looking For

• A dynamic and energetic person with a passion for delighting customers. This person must be structured, organized and reliable at all levels, always delivering on their promises and meeting deadlines being a part of their DNA. They must be flexible, adaptable and able to work under pressure from all areas while producing high quality work that conforms to the demands of a key customer base with extremely high standards and expectations. We are looking for a self-starter with the ability to work independently, yet able to account for their activity.
• The ideal candidate must be an experienced and mature individual capable of decisive and assertive action where required. We are looking for a people person with excellent communication skills and attention to detail.
• You must thrive in a fast paced, agile but well-structured sales environment and have the ability to work well with other team members across a range of functions in order to drive the best experience and result for your customers.

Key Responsibilities

• Protecting ARR via customer retention and satisfaction programs derived from the Customer Experience Strategy
• Develop, review and implement Customer Account Plans for the designated base in order to deliver on the outcomes of the Customer Experience Strategy
• Be the single point of contact for the designated base of KEY Small Business customers across all roles and personas in their organisation
• Management of key deployment projects where required in customers, coordinating various parties across business in order to deliver on the required outcomes.
• Relationship building through regular customer meetings and/or interaction
• Face-to-Face customer engagements and education - a dynamic trainer and presenter able to perform under pressure and even troubleshoot where required
• Business and Financial Understanding in order to plan strategically in client patch - NPV, Cost Benefit Analysis, Cost to acquire, cost to serve
• Deal negotiation, contract and SLA management where required in key accounts, with support from the Customer Success Manager
• Being decisive and confident where required in order to execute on customer requirements within strict time frames in order to delight clients

Outcomes/Key Measures For Success

• Happy Customers - 85% + on the 7 point Customer Satisfaction Scale and NPS scores of 60 and higher
• Net contribution from designated customer base:
• Revenue Protection so minimization of churn and down-sell
• Revenue Growth with the support of designated BDM’s to key accounts
• Achievement of defined quarterly and annual KPI’s to drive feature utilization
• Essential Skills And Experience
• Within this corporate IT environment, you will be required to have:

Essential

• Must have an IT Background
• At least 3 years in a fast paced, dynamic and entrepreneurial company
• At least 1 - 2 years in account management type experience
• Proven experience in time management of complex and varied tasks

Essential Customer Service Skills

• Engaging Technical Presentation Skills
• Flexible Communication Skills towards different audiences in a customer
• Problem Solving Skills
• Diplomacy and ability to adapt social style according to audience
• Ability to engage at C-Level with ease
• Product and Organization Knowledge

Qualifications

• Degree or Diploma that includes Business Management and/or Information Technology is preferred but not essential
• Please note that only candidates with the required skills and experience should apply. If you do not have a response from us within 2 weeks of your application, please deem your application unsuccessful. We wish you all the best in your career search.