Key Responsibilities:
• Customer Delight
• Develop, review and implement Customer Account Plans for the designated base to deliver on the outcomes of the Customer Experience Strategy
• Relationship building through regular customer meetings and/or interaction
• Being decisive and confident where required to execute on customer requirements within strict time frames in order to delight clients
• Executing defined CS strategies within the designated customer base.
• Following up on surveys based on the guidelines provided.
• Gaining permission from happy customers to use their feedback in various forms of reference activities.
• Identifying upsell opportunity within the assigned base and ensuring the Upsell Manager is aware and engaged.
• Customer Retention
• Protecting ARR via customer retention and satisfaction programs derived from the Customer Experience Strategy
• Build strong relationships to help proactively mitigate the risk of churn. Ensure Mimecast is part of the budget planning process and ensure there are no surprises from our largest customers.
• Increase the value of the Mimecast service within the customer base by ensuring feature utilization including end user applications.
• For customers @Risk, regular updates will need to be provided to appropriate management and documented within the CRM System.
• General Customer Management
• Be a known point of contact for relationship building for these customers, including escalations where required
• Ability to troubleshoot and solve customer problems where appropriate, alternatively to be able to escalate where required and use additional internal resources as needed
• Drive customer education through training awareness and attendance, as well as ability to share knowledge and demonstrate or train when required
• Methodical and diligent record keeping and database management within the CRM system to illustrate engagement levels and value add
• Relationship building at all levels of an organization through proactive contact including but not limited to:
• Face to Face engagements with top customers where required
• Driving one-to-many engagements through events
• Live telephone conversations as often as possible. One to many communications through online webinars. Written communication where appropriate.
• Management of key deployment projects where required in customers, coordinating various parties across the business to deliver on the required outcomes
• Business and Financial Understanding in order to plan strategically in client base NPV, Cost Benefit Analysis, Cost to acquire, cost to serve
• Support the Customer Development Manager and Licensing team on renewal negotiation, contract and SLA management.

Essential Skills and Experience:
Within this corporate IT environment, you will be required to have:
• A successful and demonstrable sales background working with clients.
• 4 year degree required
• 10 year’s work experience in a relevant role with 2 years in a strategic/enterprise account management role, IT background or a leadership role
• Fast paced, dynamic and entrepreneurial company preferably SAAS company experience preferred
• Excellent people skills i.e. ability to build relationships, networking and understanding channel complexities
• Good administrative skills including:
• Planning and time management to execute within parameters
• Risk forecasting and reporting – general adherence to internal deadlines
• Proficiency in MS Office and other business tools to communicate and/or present professionally to customers
• Great communication skills – verbal and written, ability to communicate clearly and effectively
• Business skills and financial acumen to plan strategically against business levers such as NPV, Margin, C2S etc