Job Description

Mimecast is seeking an operational mind to play a critical role and help us bring a whole new approach to our Customer Excellence organisation. As the Customer Success Delivery Specialist, you will collaborate with the Customer Success leadership team and other cross-functional departments (Go to Market, Services, Support, and Operations) to ensure the timely delivery of companywide, cross-functional transformation initiatives, bringing a unified and data driven approach.

Responsibilities

• Own assigned strategic initiatives in Mimecast\xe2\x80\x99s transformation project portfolio, leading full lifecycle project planning and execution to drive expected outcomes and results
• Work with business leaders, executive sponsors, and cross-functional teams to determine the right project metrics and KPIs, and ensure delivery against these
• Define the cadence, collection, communication and automation strategy for these metrics
• Drive project management best practices and governance
• Utilize metrics to identify leading indicators of what is going well and what needs improvement, with a particular focus on Risk, Renewal and Expansion processes
• Develop and drive the adoption of new Customer Excellence practices

• Health scoring
• Customer lifecycle/journey mapping
• Digital programs
• Renewal forecasting and reporting
• Become the expert on our Customer Excellence technology stack and provide ideas for improvement and integration
• Help to cultivate a culture of end-to-end mindset, continuous improvement, creativity and innovation
• Take initiative to understand, learn, and support Mimecast\xe2\x80\x99s businesses and drive to win

Requirements

• Minimum 10 years\xe2\x80\x99 experience including 5 years in Project Management, Operations or Business Transformation role. Experience in Account Management or Customer Success function desirable
• Highly proficient in reporting and analytics tools such as Salesforce, Gainsight, Zendesk and Tableau. Able to evaluate and reconcile information gathered from these tools, distinguish need and propose and implement solutions accordingly
• Experience managing highly strategic cross functional initiatives; able to recognize when processes need improvement
• Continuous improvement mindset; up to date with trends in systems, delivery approach and methods and able to incorporate these into projects
• Strong interpersonal and prioritization skills; able to prioritise transformation projects according to organizational impact
• Exceptional verbal and written communication skills, detail and action orientated and highly collaborative

Why Mimecast?

We\xe2\x80\x99re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly \xe2\x80\x93 and outstandingly. We\xe2\x80\x99re big on honesty because it makes us better. We\xe2\x80\x99re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That\xe2\x80\x99s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort. That\xe2\x80\x99s why we\xe2\x80\x99re committed to building an inclusive, diverse community that celebrates and welcomes everyone \xe2\x80\x93 unless they\xe2\x80\x99re a cybercriminal, of course.

We\xe2\x80\x99re proud to be an Equal Opportunity and Affirmative Action Employer, and we\xe2\x80\x99d 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\xe2\x80\x99t 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.

Mimecast