Manager Customer Experience at Cliffe Dekker Hofmeyr Inc

Responsibilities

• This role is for an experienced manager with excellent emotional intelligence; able to lead an experienced team and grow their skills to succeed at their roles. The person must be able to interact with many different levels of personas within customer base as well as internally at Mimecast. This person should be progressive and forward thinking, but approachable and flexible within a highly dynamic environment to be able to cope with multiple activities at the same time. Duties include:
• Oversee the day to day operation of one of the Customer Experience teams
• Act as a mentor and resource for the team when dealing with customer incidents and strategies
• Driving the defined CX strategy within the team
• Dynamic risk reporting to the Director of Customer Experience especially pertaining to and highlighting churn risk and downgrades to the business
• Ability to track team’s performance against set KPIs
• Team development in all areas of skills and education; product, business acumen, risk strategies, competitive knowledge and sales skills to resell value to customers.
• Team leadership in retention activities – escalations, assistance, reporting and driving revenue retention across the base
• Availability and ability to participate in key customer meetings, particularly for issue escalation, retention activities and commercial discussions taking place. Willingness to be point of contact for customer executive management
• A dynamic and engaging presenter with the ability to coach and mentor staff members towards improving their skills in this regard
• Understanding business and financial measures when working on customer retention (NPV, Cost Benefit Analysis, Cost to Acquire, Cost to Serve and the likes).

Requirements and Desired Skills

• Bachelor’s Degree preferred
• Must have an IT or Customer Service background
• At least 3 years in a leadership and management role in a high energy, dynamic and entrepreneurial company; SAAS company preferred
• At least 5 years strategic customer account management experience
• Proven experience executing customer experience and retention campaigns
• Proven experience with the management of teams, including personal and professional growth of team members and ability to deliver on a KPI driven plan
• Someone who makes sense out of complexity and acts quickly
• Stellar Communication Skills; written, verbal and presentation
• High performance and success driven
• Positive attitude, well-presented and professional
• Experience in sales and revenue growth
• Ability to build great relationships both within Mimecast and with our Customers
• Excellent contextualization skills to empathize and understand customer pain points and work with them towards resolution
• Product and organizational knowledge
• Excellent reporting skills and the ability to effectively communicate key initiatives and measures to the CX team
• Ability to present at all levels of customers and Mimecast; From CxO level to technical staff