Customer Success Advocate (IT industry Account Management experience essential) at Mimecast

What You'll Do

• Mitigate risk associated with you account set to improve Gross Revenue Retention.
• Manage relationships with key stakeholders within a large volume account set.
• Understand customer goals and challenges to provide tailored solutions and recommendations.
• Manage onboarding, training, and integration processes for new customers in the account set.
• Proactively monitor customer usage, health, and performance metrics to identify opportunities for improvement.
• Engage with customers to gather feedback, address concerns, and drive adoption.
• Develop and execute customer success plans aligned with the account patch's business objectives.
• Collaborate with the sales team to identify upselling, cross-selling, and contract renewal opportunities.
• Advocate for customers within the company, representing their interests and feedback.
• Collaborate with the product team to provide insights for enhancements and new features.
• Contribute to customer success resources, such as knowledge base articles and case studies.

What You'll Bring

• Proven experience in customer success or account management within a SaaS or technology company
• Strong understanding of customer success/account management principles, methodologies, and best practices.
• Excellent interpersonal and communication skills.
• Analytical mindset and ability to leverage data for decision-making.
• Results-oriented with a focus on customer satisfaction, retention, and revenue growth.
• Self-motivated and able to work independently while collaborating effectively.
• Experience managing a large volume account set is preferred.
• Familiarity with Salesforce CRM software and Gainsight platforms is a plus.
• Bachelor's degree in business or related field (or equivalent work experience).