Customer Success Advocate (Digital)
What You’ll Do:
- Share ownership of a high volume of pooled Global SMB accounts; understand customer goals and challenges and provide scaled solutions and recommendations to map their journey to value realization
- Develop a technical understanding of Mimecast’s core product suite and use this to assist with the design and delivery of 1:M customer deliverables, that will support adoption and feature utilization at scale
- Proactively monitor customer health and performance metrics across the base, and use this to identify opportunities for improvement, risk mitigation and churn prevention
- Collaborate with internal counterparts in Sales, Professional Services, Renewals and Support to ensure an optimal customer experience
- Be the voice of the customer base, providing appropriate insights and feedback to senior level stakeholders in Customer Success, Product and Support
What You’ll Bring:
- 2-5 years’ experience in a Customer Success or Account Management role within a SaaS or technology company, preferably within a high-volume segment
- Strong customer, partner and market orientation in software and subscription services
- Technically savvy: able to learn new technology and keep up with system enhancements
- Analytical mindset and ability to leverage data for decision-making
- Results-oriented with a focus on customer satisfaction, retention, and revenue growth
- Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to GRR and D&C
- Strong verbal and written communication skills
- SAAS company experience in cybersecurity space preferred
- Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable
Considerations:
- Customer base is global and CSAs will need to occasionally work adjusted hours out of RSA time zones, to cover “out of time zone” customer meetings upon request
What We Bring
Join our team to accelerate your career journey, contributing to projects that have real customer impact. You will be immersed in a dynamic environment that recognizes and celebrates your achievements.
Our Hybrid Model: We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility. Employees are expected to come to the office at least two days per week, because working together in person:
- Fosters a culture of collaboration, communication, performance and learning
- Drives innovation and creativity within and between teams
- Introduces employees to priorities outside of their immediate realm
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Ensures important interpersonal relationships and connections with one another
and our community!
#LI-YK1
The RSA base salary range for this position is base R348,000 - R576,000. Annual base + benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for bonus and other related benefits. Our salary ranges are determined by role, level, and location. These factors and individual capabilities will also determine the individual pay offered.
DEI Statement
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d 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 won’t 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.
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