Customer Experience Account Manager - Jobs in South Africa

Customer Experience Account Manager

Posted on :

17 Jun, 2016

Category :

Customer Service Jobs in South Africa

A About Mimecast

Not many people can say that they work for a business that has achieved such staggering year on year growth as well as so many prestigious industry awards which highlight and recognizeze this growth as well as Mimecast’s stability and forward thinking approach to information management. Some of our awards include being listed as the Highest Market Share Growth Archiving Vendor by the world’s leading information technology research and advisory company, Gartner, Messaging Product of the Year for 2012, a ranking of 20th and 7th in the 2012 and 2011 Fastest Growing Technology Company in the UK and recognized again as a leader in the UK tech sector for the fourth consecutive year in the Deloitte Technology Fast 50 ranking. As well as Microsoft Gold Partner status for the 6th year in a row. We also thought you would like to know that Mimecast appeared on the Tech Track 100 country’s fastest growing technology firms, securing 79th place with a 47% growth–Mimecast has also been listed this year as the 12th largest firm (we have been ranked for four consecutive years now.) With local office presence in Johannesburg, Cape Town, London, Boston, San Francisco, Jersey, Chicago, Dallas and an office in Melbourne, Mimecast is a truly multinational business with a wide array of opportunities for the right people. Check out our website to find out about the other major industry awards Mimecast has achieved to date.

We understand that success is built on our people and therefore we take hiring very seriously. Only people that represent our passion, energy and commitment to the big picture will be considered for a rare spot in this company that is genuinely going somewhere and fast.

To ensure continued accelerated growth we are looking for brilliant people to join our super charged Team where your energy and commitment will have a direct effect on your own value creation. To be successful you need to be excited by the opportunity to apply your progressive knowledge and thinking as well as by the opportunity to continually stretch and learn. You will not be ‘a number’ so with that comes greater responsibility and commitment. Be ready to operate at full capacity!

Mandate

The Account Manager is essentially responsible for interfacing with a portfolio of high profile Enterprise level customers to:

  • Ensure customer delight and build advocacy in their existing base
  • Increase feature utilization and drive stickiness
  • Protect existing revenue through entrenching value in our customers’ businesses
  • Providing a supporting role to drive additional revenue through key partnerships with strategic sales staff associated with different accounts

About the role

The Account Manager role fits within the Customer Advocate team and works particularly closely with the Customer Experience Manager on key accounts. This Customer Advocate (as we call this person at Mimecast), will manage a base of customer accounts across various industries. The core focus of the role is to manage the needs of different audiences in your customers – from the IT Director to the Finance Clerk, whilst having a strategic view of your client base in order to drive up satisfaction and work towards 100% retention. The ideal candidate must be an experienced and mature individual capable of empathy but also capable of decisive and assertive action where required. We are looking for a people person with excellent communication skills and attention to detail, which includes some project management and organizational skills in order to help run large deployment projects into your key accounts. This would require management of multiple stakeholders across our business and that of the customer, so needs an individual who is very structured and focused in working towards deliverables and deadlines. Commercial acumen and negotiation skills will be a key success factor in the role as well. Furthermore, they must have a broad range of current and relevant industry knowledge gained through extensive account management experience with the ICT sector. You must thrive in a fast paced, agile but well-structured sales environment that is regularly reinventing itself and have the ability to work well with other team members across a range of functions in order to drive the best experience and result for your customers. This role focuses on customer enablement and delight – with the aim to grow our base into advocates who would love to recommend us to anyone else. It is a strongly relationship focused role – both with customers and with other team members, particularly within Sales.
Who we are looking for:

A dynamic and energetic person with a passion for delighting customers. This person must be structured, organized and reliable at all levels, always delivering on their promises and meeting deadlines being a part of their DNA. They must be flexible, adaptable and able to work under pressure from all areas while producing high quality work that conforms to the demands of a key customer base with extremely high standards and expectations. We are looking for a self-starter with the ability to work independently, yet able to account for their activity.
K Key Responsibilities:

  • Protecting ARR via customer retention and satisfaction programs derived from the Customer Experience Strategy
  • Develop, review and implement Customer Account Plans for the designated base in order to deliver on the outcomes of the Customer Experience Strategy
  • Be the single point of contact for the designated base of KEY customers across all roles and personas in their organisation
  • Management of key deployment projects where required in customers, coordinating various parties across the business in order to deliver on the required outcome
  • Relationship building through regular customer meetings and/or interaction
  • Face-to-Face customer engagements and education – a dynamic trainer and presenter able to perform under pressure and even troubleshoot where required
  • Business and Financial Understanding in order to plan strategically in client patch – NPV, Cost Benefit Analysis, Cost to acquire, cost to serve
  • Deal negotiation, contract and SLA management where required in key accounts, with support from the Customer Experience Manager
  • Being decisive and confident where required in order to execute on customer requirements within strict time frames in order to delight clients

Outcomes/Key Measures for Success:

  • Happy Customers – 85% + on the 7 point Customer Satisfaction Scale and NPS scores of 60 and higher
    • Revenue Growth with the support of designated Customer Development Managers to key accountsNet contribution from designated customer base:
      • Revenue Protection so minimization of churn and down-sell
  • Achievement of defined quarterly and annual KPI’s to drive feature utilization, case studies, logo utilization, customer/contact reference-ability, and proactive interactions

E Essential Skills and Experience:

Essential Experience

  • Must have an IT Background
  • At least 4 years in a fast paced, dynamic and entrepreneurial company
  • At least 4 years account management-type experience
  • Proven experience in time management of complex and varied tasks
  • Proven project management experience
  • Proven sales success
  • Proven revenue retention
  • Proven revenue growth

Essential Customer Service Skills

  • Meeting and Greeting Skills
  • Engaging Technical Presentation Skills
  • Listening Skills
  • Flexible Communication Skills towards different audiences in a customer
  • Positive Approach
  • Body Language
  • Problem Solving Skills
  • Diplomacy and ability to adapt social style according to audience
  • Ability to engage at C-Level with ease
  • Ability to empathize
  • Presence of Mind
  • Product and Organization Knowledge

Qualifications:

  • Educated to Degree or Diploma level
  • Preferably education/diploma includes Business Management and/or Information Technology – but not essential

Personal Characteristics:

  • Dynamic and Energetic
  • Flexible and adaptable to meet the needs of many different types of audiences
  • Well-presented, confident and articulate
  • A person that demands respect and attention where required without offense
  • A dynamic and confident networker and negotiator
  • Able to work collaboratively within a team environment, whilst driving specific objectives individually
  • Strong sales and business skills
  • Structured, organized and meticulous
  • Reliable at all levels, always delivering on their promises
  • Someone who make senses out of complexity and acts quickly
  • EQ and a good grasp of social personas
  • Passionate about technology

Please note that only candidates with the required skills and experience should apply.

If you do not have a response from us within 2 weeks of your application, please deem your application unsuccessful. We wish you all the best in your career search.

 

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