Customer Success Advocate - Johannesburg, South Africa - Mimecast

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    Full time

    Customer Success Advocate

    Give our customers a continuous sense of security.

    Know how to make a customer of years feel just as important as the day they signed on the dotted line? Our Customer Success Advocates focus on ensuring customer delight. You 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 in order to overlap with US trading hours.

    "At Mimecast, we don't just offer a job; we present a thrilling opportunity to be at the forefront of shaping the future of cyber resilience. Your expertise, dedication, and passion will make an impactful difference, not just for our clients but for the cybersecurity landscape. We look forward to welcoming you to our dynamic team" – Hiring Manager

    What You'll Do

    • 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.

    What You'll Bring

    • Proven experience in customer success or account management within a SaaS or technology company
    • Strong understanding of customer success/account management principles, methodologies, and best practices.
    • 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 Salesforce CRM software and Gainsight platforms is a plus.
    • Bachelor's degree in business or related field (or equivalent work experience).

    What We Bring

    We are Mimecasters. And we are alive with purpose.