Professional Services Associate Consultant at Mimecast

Overview

Professional Services Associate Consultant 

As a Mimecast Professional Services Associate Consultant, you will be involved in post-sales activities, working closely with the Sales and Customer Success teams. You will design, present, and apply Mimecast’s Small/Medium size implementation offerings to customers. As well as processing renewals and updates for existing customers.
Another area of focus for your work will be the delivery of our Simply Migrate solution that allows us to move customers data easily and securely.
You can expect to be working with customers from across the globe.

You will continuously work with customers to implement and optimize Mimecast to a high standard to achieve the best customer satisfaction scores. While supporting customers, engage with various internal Mimecast teams to ensure that technical challenges are handled quickly and appropriately. 

The successful candidate will be an enthusiastic and professional individual with in-depth technical abilities as well as commercial acumen and relationship building skills for both internal and external application.

This role will be based in our office in Johannesburg, South Africa but will report into our Professional Services team and support our customers globally. To enable Mimecast to best serve all our customers, this role will require you to work as part of a shift pattern.

Responsibilities

Key Responsibilities:

• Implementation of new Mimecast customer accounts, while ensuring best practices are adhered to when configuring all applicable services and policies through phone, email, and remote technology

• Serve as the customer’s primary point of contact for project coordination and technical configuration assistance for Mimecast software products

• Assist clients with their use of the Mimecast service and data management

• Create customer FAQ’s/Knowledge Base articles and work to streamline processes as appropriate

• Confirm, remediate and follow up with customers in response to security, spam, and phishing attacks

• Validate and report discrepancies within Knowledge Base articles to our in-house Education Team

• Assist customers with the implementation of our Microsoft Exchange, Outlook and Mobile specific software, providing detailed troubleshooting as required

• Provide exceptional support to Mimecast customers, partners, resellers, and internal staff

• Cover our customers globally between the hours of 6am – 10pm as part of a regular shift pattern

Qualifications

Essential Skills and Experience:

• Experience managing customer facing implementations of 3rd party SaaS and IT services

• Experience of managing data transfers

• Experience with Microsoft, Google Apps or other email platforms

• Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery

• Experience with Microsoft Exchange and Active Directory or other email platforms

• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner

• Detail oriented individual that enjoys working with customers and the challenge of technical troubleshooting

• Experience of working with globally diverse customers advantageous

• 2 years working experience