The CS Advocate will be a resource who will be a part of the Global SMB Customer Success Team and focus on ensuring customer delight. The CS Advocate will be responsible as the first point of contact to assist their customers based on individual customer needs. It is a demanding role with many outcomes expected. It requires a highly organized and efficient individual with strong communication skills, good business acumen, sound technical orientation and the ability to multi-task. This is a global role and may require later shifting to overlap with US trading hours.
Responsibilities
Mitigate risk associated with you account set to improve Gross Revenue Retention.
Manage relationships with key stakeholders within a large volume account set.
Understand customer goals and challenges to provide tailored solutions and recommendations.
Manage onboarding, training, and integration processes for new customers in the account set.
Proactively monitor customer usage, health, and performance metrics to identify opportunities for
improvement.
Engage with customers to gather feedback, address concerns, and drive adoption.
Develop and execute customer success plans aligned with the account patch's business objectives.
Collaborate with the sales team to identify upselling, cross-selling, and contract renewal opportunities.
Advocate for customers within the company, representing their interests and feedback.
Collaborate with the product team to provide insights for enhancements and new features.
Contribute to customer success resources, such as knowledge base articles and case studies.
Requirements
Proven experience in customer success or account management within a SaaS or technology company Ideally coupled with 2+ years dependent on sector experience.
Strong understanding of customer success/account management principles, methodologies, and best practices. Ideally, previous experience managing 300-400 accounts.
Excellent interpersonal and communication skills.
Analytical mindset and ability to leverage data for decision-making.
Results-oriented with a focus on customer satisfaction, retention, and revenue growth.
Self-motivated and able to work independently while collaborating effectively.
Experience managing a large volume account set is preferred.
Familiarity with AI tools and Salesforce CRM software and Gainsight platforms is a plus.
Bachelor's degree in business or related field (or equivalent work experience)
Belonging at Mimecast
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Benefits
Health insurance
Additional Information
Mimecast was born in 2003 with a focus on delivering relentless protection. Each day, we take on cyber disruption for our tens of thousands of customers around the globe; always putting them first, and never giving up on tackling their biggest security challenges together. We are the company that built an intentional and scalable design ideology that solves the number one cyberattack vector - email. We continuously invest to thoughtfully integrate brand protection, security awareness training, web security, compliance and other essential capabilities. Mimecast is here to protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world.
Mimecast · Australia