About us

SME Account Manager

Keen to put your foot on the accelerator?

Mimecast is looking to give a talented, efficient and vivacious person the opportunity to accelerate their experiential learning curve in Customer Account Management.

About Mimecast

Not many people can say that they work for a business that has achieved 7,579% growth globally. In recognition of this, Mimecast recently ranked 5th on the Deloitte Technology Fast 500 EMEA, a ranking of the 500 fastest growing technology companies in Europe, the Middle East and Africa (EMEA). 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 a 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 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!

The Role

The SME Account Manager resides within the Customer Advocate (CA) Team led by the Customer Experience Manager. The team is essentially responsible for interfacing with a portfolio of customers to ensure customer delight whilst driving additional revenue through strategic sales activities. Of course retention of all customers is the key goal of this team through fulfilling these activities.

The SME Account Manager must be a 'do-er' and therefore possess high energy, well versed at managing a large portfolio of small customers according to a pre-determined Digital Customer Engagement Strategy. This person must be able to discern the level and type of engagement required for this large group of smaller customers and engage according to this plan while also allowing for time to manage escalations where required. Note that in this context digital communications is considered to include the management of customers via email, telephone, online portals and other resources, with the excellent and meticulous maintenance of an electronic database of Customer information being a core to succeeding in the role. The SME Account Manager must have previous customer account management experience and be able to engage face to face when required. In order to succeed you must be excited about working in a fast paced, agile but well structured IT sales environment that is regularly reinventing itself.

Who we are looking for

Essential Experience:

  • 2 years Customer focused Account Management role
  • Proven Sales success
  • Passion for IT

Essential Customer Service Skills

  • Listening Skills
  • Verbal and Digital Communication Skills
  • Positive Approach
  • Problem Solving Skills
  • Diplomacy
  • Sympathizing Ability
  • Presence of Mind
  • Product and Organization Knowledge
  • Fast and efficient execution skills with good structure, discipline and organization

Essential Characteristics

  • High energy
  • Natural people person
  • Disciplined, structured and methodical
  • Ambitious
  • Self reliant
  • Critical thinking
  • Inquisitiveness
  • PASSION for customer service and sales
  • Keenness and quickness in understanding and dealing with complex business situations
  • Logical solution management
  • Able to network within an environment in order to draw on resources to solve problems

Responsibilities

  • Execute the Customer Experience Strategy for all SME and digitally managed customers
  • Be the single point of contact for all SME and digitally managed customers
  • Be the single point of contact for all RFI/RFP/RFQ for SME and digitally managed customers
  • Relationship building through regular customer interactions through various media defined
  • Ability to troubleshoot and solve customer problems
  • Ability to engage with customers on all levels, with the focus on verbal and written communication. Face to face engagements can occur where required.
  • Knowledge sharing and education within responsible base – ability to demonstrate/train when required
  • Deal negotiation, contract and SLA management
  • Basic Report Management Methodical and diligent record keeping and database management – attention to detail is a must have

Outcomes/Key Measures for Success:

  • Happy Customers – 85% + on the 7 point Customer Satisfaction Scale
  • Revenue Protection
  • Revenue Growth
  • Achievement of defined quarterly and annual KPI's

 

Candidates wishing to apply are invited to forward their CV to melissa.cretikos@mimecast.co.za along with their response (no more than 1 page) to the following:

"Give an example of how you would build a framework to optimally divide your time across the required touchpoints within your allocated customer base."