About us

Customer Retention Manager

Are you Brilliant?

If you are the top 1% of the Strategic Customer Account Management talent pool and capable of protecting hundreds of millions of Rands in Annual Recurring Revenue, then you can't get a better job than this!

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 apply your progressive knowledge and thinking as well as 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 Customer Retention Manager resides within the Customer Advocate (CA) Team and will work in conjunction with 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 Customer Retention Manager will proactively manage the Strategic and Enterprise customer needs and customer satisfaction levels in terms of post-sale customer queries and requirements, in line with the overall Customer Experience strategy.

The ideal candidate must be an experienced and inspirational leader and manager versed in creating and maintaining high performing and self- sufficient teams. Furthermore , they must have a broad range of current and relevant industry knowledge gained through extensive experience in Strategic Customer Account Management within IT. The ideal candidate must thrive in a fast paced, agile but well structured sales environment that is regularly reinventing itself.

Who we are looking for

Essential Experience:

  • Must have an IT BackgroundAt least 5 years in a Leadership and Management role in a high energy, dynamic and entrepreneurial company
  • At least 5 years Strategic Customer Account Management experience (Enterprise/Government)
  • Proven experience innovating and executing exceptional Customer Service campaigns
  • Proven sales success
  • Proven revenue retention
  • Proven revenue growth

Essential Customer Service Skills

  • Meeting and Greeting Skills
  • Engaging Technical Presentation Skills
  • Listening Skills
  • Flexible Communication Skills – Customer and Team
  • Positive Approach
  • Body Language
  • Problem Solving Skills
  • Diplomacy
  • Sympathizing Ability
  • Presence of Mind
  • Product and Organization Knowledge

Essential Characteristics

  • Someone who is driven by being part of something BIG
  • A person that inspires and energises people
  • A dynamic and confident networker and negotiator
  • Strong sales and business skills
  • A strong manager and leader who represents modern management and leadership philosophies
  • Someone who believes in explaining the context
  • Someone who makes sense out of complexity and acts quickly
  • Adaptability
  • EQ
  • Passion

Responsibilities

  • Protecting ARR via customer retention and satisfaction programmes derived from the Customer Experience Strategy
  • Develop, review and implement a Customer Account Plan to deliver on the outcomes of the Customer Experience Strategy
  • Be the single point of contact for strategic Enterprise and Public Sector customers
  • Be the single point of contact for all RFI/RFP/RFQ Relationship building through regular customer meetings and/or interaction
  • Ability to generate innovative policies and procedures for Customer Engagement Team management – daily escalations, staff monitoring and management
  • Face-to-Face customer engagements and education – a dynamic trainer and presenter
  • Business and Financial Management – NPV, Cost Benefit Analysis, Cost to acquire, cost to serveDeal negotiation, contract and SLA management
  • Report management

Outcomes/Key Measures for Success:

  • Cohesive Customer Advocate Team
  • 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 indication of a relationship matrix with high level tactics in approaching a complex enterprise client account management situation"