Customer Success Account Manager London, England
Mimecast
Full Time
London, England
47981 - 57386 GBP ANNUAL Today
Job description
Customer Success Manager
The Customer Success Manager is a key member of the EMEA Customer Excellence organisation. Customer Excellence is made up of five distinct global functions: Customer Success, Customer Support, Professional Services, Operations, and the Centre of Excellence.
The SaaS business model relies on customer’s renewing, buying more services and becoming advocates, which is ultimately measured by Revenue Retention. Mimecast already has >40,000 global customers and a 2x growth goal over the next five years. One of our five core values is to Deliver a Remarkable Experience, which means we are customer focused. We acknowledge that what got us here, might not get us there, so are doubling down with a maniacal focus on customer excellence across the entire organization.
As Mimecast continues its mission to protect organisations from adversaries, we are looking for a passionate, customer-centric, collaborative, and innovative professional to join our Customer Success organisation as we continue to evolve to deliver customer excellence.
The Role
As a Customer Success Manager, you will be a trusted partner for your portfolio of customers, helping them succeed with the Mimecast platform and ensuring they achieve maximum value from their investment throughout their lifecycle. You will be responsible for understanding customers' desired outcomes and driving the requisite activity to achieve value realisation. You will work with your customer's management teams and collaborate with internal stakeholders alike to ensure retention and high levels of adoption, satisfaction, and customer advocacy. You will look to create customers for life and champions of Mimecast’s Products and Services.
Day to Day you will :
- Proactively engage with your book of business to ensure you can understand your customers’ goals and objectives allowing you to map their journey to value realisation.
- Collaborate with internal counterparts in our Sales, Professional Services and Support teams to ensure an optimal customer experience at each step of their journey.
- Proactively manage the risk and renewal management processes to identify customers at risk and mitigate churn.
- Provide thought leadership and industry expertise to the customer base depending on their lifecycle stage and maturity.
- Be the voice of the customer, providing insights and feedback to senior level stakeholders in Customer Success, Product and Support.
Essential Skills and Experience:
- 3-5 year’s work experience in an account management or customer success role
- Experience with Account Mapping and Customer Success Planning required
- Solid business acumen - former sales experience is a plus
- Risk and Renewal Management experience including risk forecasting and reporting
- Problem solver at heart – ability to identify problems, uncover root causes and enjoys finding solutions
- Soft skills – comfortable building trust, collaboration and networking with senior internal and external stakeholders
- Technically savvy and curious
- Change Management Experience - encouraging product adoption and navigating stakeholder relationships
- Time management - Organising and prioritising daily tasks and escalations
- Proficiency with MS Office and other business tools such as Salesforce, Tableau and Gainsight
- French Language Skills desirable, other European language skills are a plus
Why Mimecast?
We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.
And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.
Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.
DEI Statement
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
Mimecast
www.mimecast.com
London, United Kingdom
Peter Bauer
$500 million to $1 billion (USD)
1001 to 5000 Employees
Company - Private
Enterprise Software & Network Solutions
2003
