Career Opportunities at Mimecast

Job Description

Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting with Mimecast product adoption and optimization, contributing to increased customer retention and reducing the risk of churn.  

In this role you will be responsible for understanding Mimecast’s customers' desired outcomes and driving the requisite activity in your team to achieve value realisation. You will be responsible for the development and growth of a high performing team of Customer Success Managers and will manage the Customer Success lifecycle through playbooks, best practices and data. You will drive cross functional collaboration and strategic execution as we strive to take a good function, and make it great.

What you'll do

• Hire, coach, develop, and lead a team of Customer Success Managers  
• Ensure a customer first mindset to drive exceptional customer experience and optimal value  
• Develop and execute against the strategy, tactics, objectives and KPIs needed to deliver success 
• Aid Customer Success Managers in aligning and managing customer and internal expectations 
• Identify key risks and barriers to success; own risk management and mitigation 
• Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement 
• Build and maintain cross-functional relationships with internal counterparts in Sales, Professional Services and Support to ensure an optimal customer experience 
• Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make Mimecast’s teams and customers successful 

What you'll bring

• Years of experience in a Customer Success or Account Management role within a SaaS or technology company
• Years of people management in a SaaS company experience
• Excellent cross functional collaboration skills; ability to build relationships, network, articulate problems and collaboratively problem solve
• Results-oriented with a focus on customer satisfaction, retention, and revenue growth
• Ability to collaborate and plan strategically with other leaders in the business to directly assist and contribute to NRR and D&C 
• Experience partnering with multiple levels of customer stakeholders including technical admins, c-level executives, legal, and compliance teams 
• SAAS company experience in cybersecurity space preferred 
• Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable

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Job Description

Customer Excellence at Mimecast is looking for an experienced and dynamic Community Manager to drive the execution of the Mimecast Community strategy for increased engagement in our online community.

We require a forward thinking expert with a proven track record of building and scaling community platforms across leading software companies. This is a critical platform for our company, directly impacting customer satisfaction, retention, and growth. You will be responsible for executing a comprehensive community strategy that leverages the latest technologies to enhance customer experience and boost team productivity.

You will also be managing a small global team to drive the core Community outcomes. The team, comprised of Community Moderators and Content Creators.  They are charged with providing our customers with a remarkable experience and the ability to self serve.

The candidate must have good operational knowledge and understanding of online community platform best practice, moderation techniques and tools, knowledge of online legal issues and be able to work independently. 

What you'll do

• Program Management: Lead the execution of programmatic strategies and tactics to deliver value to our Community members. 
• Community Platform Development: Design and configure a scalable community platform from scratch, ensuring it is intuitive, engaging, and valuable for our customers. Working with our IT colleagues to ensure relevant integrations are developed and set up to support data feeds and analytics.
• Technology: Utilize generative AI and other advanced technologies to transform the customer experience, streamline support, and increase team productivity. 
• Best Practices Implementation: Bring the best practices from leading software companies to our community, ensuring we adopt the most effective approaches to customer engagement. 
• Cross-Functional Collaboration: Work closely with Product, Support, Marketing, Sales, and Customer Success teams to ensure a seamless and integrated community experience and to position the community as an indispensable touchpoint for driving value for these organizations. 
• Community Engagement: Foster a vibrant and supportive community environment where customers can share knowledge, collaborate, and support each other. 
• Moderation: Drive your team to implement the online technical moderation strategy across the Community and other online platforms, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and technical support to our community 
• Engagement: Build a gamification program to drive benefits of membership and increase engagement of members.  Track the overall value and effectiveness of this program and improve and enhance as the Community evolves. 
• Metrics and Reporting: Define and track key performance indicators (KPIs) to measure the community's success and impact, providing regular reports to senior leadership. 

What you'll bring

• 5+ years of experience in Community management. 
• Configuration specialist for administrative operations for assigned communities
• 3-5 years of proven people and project management, including management of stakeholders
• Proven experience in leading and managing a team of community professionals. 
• Strong understanding of business operations and how community initiatives contribute to overall success – and able to use this knowledge to contribute to strategic planning for Community execution.
• Demonstrated ability to lead change in a diverse and complex organization – ability to influence and negotiate will be a strong contributing factor to success.
• Excellent organizational and multitasking skills, and a proactive approach to sourcing answers and resources within and organization.  Ability to network cross functionally and cross regionally is a vital component for success. 
• Experience and strong working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads, Commenting etc.) as well as experience in peer to peer support communities
• Strong communication skills – writing and editing.
• Experience and confidence with preparing & developing reports focused on tracking of key performance indicators – able to effectively communicate information and report statistics and present this to senior management.
• Proficiency in budget projection and tracking
• Good aptitude and understanding of technology/tools and be able to quickly onboard with new solutions
• A solid understanding and configuration experience of the Higher Logic community platform technology would be an advantage for any candidate interested in the role.

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Job Description

Customer Excellence is looking for a Digital Content Specialist to create and manage digital content for our Customer Community and for digital customer campaigns. The role is critical in driving customer engagement in our digital platforms, as well as creatively building intelligent campaigns to help customers during their journey at Mimecast to get the best value out of their service. 

What you'll do

• Build and maintain a scheduled program of engaging digital content within the Mimecast Community, as well as a library of digital content for focused campaigns to customers across segments and products
• Oversight and management of digital content libraries to ensure that content remains well documented and up to date
• Develop content using various internal resources both inside and outside of the direct function
• Work closely with the principal project managers aligned with Product Success to ensure that relevant digital content supports our new product launches
• Work in partnership with the Knowledge team in order to ensure that customer facing product hubs are updated and intuitive from a digital experience perspective
• Build processes and relationships throughout the business to maintain a roster of contributors for the diverse levels of content needed
• Work with relevant colleagues to ensure that our user experience within Digital follows sound principles and is in line with the Mimecast brand
• Consult with stakeholders and subject matter experts to design content relevant to deflect trending issues
• Report performance of content regularly to the business
• Utilize SEO methods to increase site traffic

What you'll bring

• Experience in designing and delivering creative and engaging content.
• Demonstrated excellence in writing, proofreading, and editing.
• A portfolio of applicable outputs.
• Strong HTML skills and demonstrated experience in designing with HTML
• Proficiency in leveraging CSS
• Strong skills in PowerPoint template creation
• An understanding of SEO best practices.
• Excellent research, organizational, and time management skills.
• Strong listening and communication skills.
• The capacity to work independently and collaboratively.
• Ability to work efficiently without compromising quality or accuracy.
• Community platform best practices
• Gainsight platform knowledge advantageous
• Zendesk skills would be an advantage
• Vidyard video platform skills
• Understanding of common CRM data structures to support trigger-based campaigns
• Ability to effectively use Google Analytics to drive content changes