Customer Success Manager at Mimecast

This role requires 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. Commercial acumen and negotiation skills will be a key success factor in the role as well.

Furthermore, they must have current and relevant industry knowledge along with a solid background of account management experience, ideally within the ICT sector. You must thrive in a fast paced, agile but well-structured sales environment that is regularly reinventing itself 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. 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.

Responsibilities

• Protecting ARR via customer retention and satisfaction programs derived from the Customer Success Strategy
• Develop, review and implement Customer Account Plans for the designated base in order to deliver on the outcomes of the Customer Success Strategy
• Be the single point of contact for the designated base of Commercial customers across all roles and personas in their organisation
• Management of deployment projects where required in customers, coordinating various parties across the business in order to deliver on the required outcomes
• Relationship building through regular customer meetings and/or interaction
• Regular customer engagements and education – 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 Experience Manager
• Being decisive and confident where required in order to execute on customer requirements within strict time frames in order to delight clients

Essential

Skills And Experience

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.

• Experience within a fast paced, dynamic and entrepreneurial company
• Strategic account management-type experience
• Proven revenue retention and growth
• Meeting and Greeting Skills and engaging technical presentation Skills
• Listening skills and ability to empathize
• Flexible communication skills towards different audiences in a customer
• Positive approach and body language
• Problem Solving Skills and presence of mind
• Diplomacy and ability to adapt social style according to audience
• Ability to engage at C-Level with ease
• Product and Organisation Knowledge

Qualifications

Personal Characteristics

• Dynamic and Energetic
• Flexible and adaptable to meet the needs of many different types of audiences
• Well-presented, confident and articulate
• A person that demands respect and attention where required without offense
• A dynamic and confident networker and negotiator
• Able to work collaboratively within a team environment, whilst driving specific objectives individually
• Strong sales and business skills
• Structured, organized and meticulous
• Reliable at all levels, always delivering on their promises
• Someone who make senses out of complexity and acts quickly
• EQ and a good grasp of social personas
• Passionate about technology