Associate Customer Value Manager

Mimecast•Lexington, MA

4d•$68,000 - $102,000•Hybrid

About The Position

Customer Value Management is looking for a customer-centric, technically minded and proactive Associate Customer Value Manager to help customers realize meaningful value from their investment in Mimecast. As the named Associate Customer Value Manager for a high-volume portfolio spanning SMB and Mid Market customers, you’ll drive the adoption and effective utilization of our products so customers achieve the security outcomes they set out to. Rather than waiting for issues to arise, you’ll anticipate needs, guide customers towards best practice, and translate Mimecast’s capabilities into outcomes that matter to each customer’s business. You’ll build direct relationships while using efficient one-to-many and digital motions to work at scale, partnering 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.

Requirements

Relevant experience in a customer-facing role such as customer success, customer value, technical support, account management or professional services.
Technical aptitude and genuine curiosity, with familiarity with security or SaaS technology—or a demonstrated ability and willingness to learn it quickly.
The ability to develop a strong working knowledge of the Mimecast platform and customers’ wider security and IT environments.
Confidence interpreting usage and health metrics and turning data into clear actions, recommendations and evidence-based value conversations.
Excellent written and verbal communication skills, with the ability to explain complex ideas simply and influence practitioners, executives and internal stakeholders.
Strong organization and time management, with the ability to prioritize and re-prioritize effectively across a high-volume customer portfolio.
A customer-centric, empathetic and proactive approach, with the resilience, adaptability and initiative to navigate change, ambiguity and setbacks.
An outcome-oriented and collaborative mindset, with the ability to build shared purpose and guide others without direct authority.
Working knowledge of Microsoft Office and common business tools.

Nice To Haves

Exposure to email security, cybersecurity or SaaS concepts through study, certification or a previous role is advantageous.
Familiarity with Salesforce and a Customer Success platform such as Gainsight is advantageous.
Progress towards—or willingness to pursue—a relevant industry certification such as CompTIA Security+ is advantageous.

Responsibilities

Drive the adoption and effective utilization of the Mimecast products customers own, translating capabilities into customer-specific use cases, protection and measurable outcomes.
Monitor adoption, usage and customer health data to identify gaps, under-utilized capabilities, at-risk behavior and churn risk, acting early to coordinate the right response.
Lead structured value reviews that assess progress against customer goals, demonstrate outcomes achieved and agree next steps to deepen value.
Build trusted relationships by understanding each customer’s environment, objectives, risks and definition of success, while acting as their voice within Mimecast.
Deliver onboarding guidance, best-practice sessions, webinars and one-to-many programs that accelerate time-to-value across a high-volume portfolio.
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 Mimecast product roadmap and evolving threat landscape, positioning new capabilities as opportunities to create value for customers.
Surface expansion, cross-sell and advocacy opportunities arising from strong adoption and outcomes, partnering with Account and Sales teams to pursue them.
Use customer data, health metrics, AI-guided insights and next-best-action recommendations to prioritize work and deliver a tactical, methodical, impactful and scalable customer experience.
Maintain accurate, disciplined records of customer engagement and value delivered in the CRM and Customer Success platform.