Associate Customer Value Manager

Overview

Customer Value Management is looking for a customer-centric technically minded and proactive Customer Value Advocate to help customers realize real value from their investment in Mimecast. Working across a pooled portfolio you will drive the adoption and effective utilization of our products so that customers achieve the security outcomes they set out to. Rather than waiting for issues to arrive you anticipate needs guide customers toward best practice and translate what our technology can do into outcomes that matter to each customers business.

You will work at scale reaching many customers through efficient one-to-many and digital motions as well as direct engagement and partner closely with Account Sales and specialist teams to keep customers adopting protected and successful.

The through-line of the role: adoption drives outcomes and outcomes create value.

What youll do

Drive value through adoption

• Help customers adopt and fully utilize the Mimecast products they own so that capability translates into protection and measurable outcomes.

• Monitor product adoption and usage health across your customers; proactively identify gaps under-utilized capabilities and at-risk behavior and act early.

• Lead structured value reviews that assess progress against each customers goals evidence the outcomes achieved and agree with the next steps to deepen value.

• Translate Mimecasts capabilities into customer-specific use cases connecting features to the customers security priorities and business objectives.

Be a customer-centric trusted advisor

• Build trusted relationships by understanding each customers environment objectives risks and definition of success.

• Act as the voice of the customer inside Mimecast channeling feedback to Product and Engineering to shape the roadmap.

• Deliver enablement and education onboarding guidance best-practice sessions webinars and one-to-many programs that accelerate time-to-value at scale.

Apply technical aptitude

• Develop and maintain a strong working knowledge of the Mimecast platform and of the customers wider security and IT environment.

• Guide customers on configuration best practice and feature enablement; troubleshoot within your remit and escalate cleanly to the right specialists when needed.

• Stay current on the product roadmap and the evolving threat landscape positioning new capabilities as value-enabling opportunities for customers.

Protect and grow the customer base

• Protect revenue by ensuring customers realize ongoing value; spot churn risk early and coordinate the response to mitigate it.

• Surface expansion and cross-sell opportunities that emerge from adoption insights and partner with Account and Sales teams to pursue them.

• Grow advocacy references case studies testimonials and referrals from customers who are achieving strong outcomes.

Work with data tools and AI

• Use customer data and health metrics to prioritize where to focus and to make value conversations evidence based.

• Leverage AI-guided insights and next-best-action recommendations to work in a way that is tactical methodical impactful and scalable across every customer not only the largest.

• Keep accurate disciplined records of engagement and value delivered in the CRM and Customer Success platform.

Essential skills and experience

• Relevant experience in a customer-facing role customer success customer value technical support account management professional services or similar.

• Technical aptitude and genuine curiosity: either existing familiarity with security or SaaS technology or a strong willingness and ability to learn it quickly.

• A working knowledge of the Mimecast platform and the customers wider security and IT environment or the ability to build it quickly.

• Comfort working with data interpreting usage and health metrics and turning them into clear actions and recommendations.

• Excellent written and verbal communication with the ability to explain complex ideas simply and to influence a range of stakeholders.

• Strong organization and time management with the ability to prioritize across a portfolio and re-prioritize as urgency shifts.

• Working knowledge of MS Office and common business tools.

Preferred qualifications

• Exposure to email security cybersecurity or SaaS concepts through study certification or a prior role.

• Familiarity with Salesforce and a Customer Success platform (e.g. Gainsight).

• Working toward or a willingness to pursue relevant industry certification such as CompTIA Security.

The attributes that make this role successful

Beyond skills and experience the most effective Customer Value Advocates share a consistent set of attributes the traits that industry research repeatedly links to high performance in value-focused customer roles:

• Customer-centric & empathetic genuinely cares about customers listens actively and sees challenges through their eyes.

• Curious & a continuous learner stays interested in the product the customers business and the threat landscape and keeps learning.

• Proactive & takes initiative anticipates needs and acts before problems escalate rather than waiting to react.

• Resilient with grit stays level-headed under pressure doesnt take setbacks personally and keeps finding a way forward.

• Adaptable comfortable with change and ambiguity and quick to adjust approach tooling and process including adopting AI into ways of working.

• Outcome-oriented & analytical connects everyday activity to measurable results and can evidence the value delivered.

• Collaborative & influential builds shared purpose across customers and internal teams and guides without authority.

• A clear trusted communicator credible with both practitioners and executives and willing to offer respectful honest guidance.

About Mimecast

Since 2003 Mimecast has stopped bad things from happening to good organizations. We protect more than 40000 customers across the data AI and human layers from advanced threat protection and archiving to our pioneering Human Risk Management platform. If you have deep customer empathy strong technical curiosity and a passion for helping organizations realize value and stay secure we want to hear from you.

The base salary range for this position is 384 000ZAR plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits in accordance with company policy and local regulations. Our salary ranges are determined by role level and location with individual compensation also dependent on factors such as qualifications experience and skills. Final offers will reflect these considerations and may vary accordingly.

Belonging at Mimecast

Cybersecurity is a community effort. Thats why were committed to building an inclusive diverse community that celebrates and welcomes everyone unless theyre a cybercriminal of course.

Were proud to be an Equal Opportunity and Affirmative Action Employer and wed 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 wont 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.