Technical Account Manager

Technical Account Managers are responsible for serving as a customer's technical partner at Mimecast, providing both technical guidance on routine support matters and strategic advice on effective utilization of the Mimecast platform. As this is a paid service offering, customers will have high expectations for the engineer's technical knowledge, overall engagement, and customer facing skills. The role requires a thorough understanding of the challenges and expectations of corporate IT teams, the ability to clearly communicate technical issues, and the ability to confidently explain Mimecast product, services, and best practices.

What You'll Do

Case Handling:

• Work closely with assigned customer's IT staff for any issues on the Mimecast platform that require advanced troubleshooting, problem isolation and/or resolution.
• For technical matters raised directly to the TAM by the customer, ensure support cases are adequately logged in the Mimecast case management system. Ensure cases are resolved as quickly and comprehensively as possible.
• Regularly review open support cases assigned to other Mimecast Support Engineers to ensure they are being properly handled and escalated. Where appropriate, take ownership of the support case and serve as the customer's primary point of contact for troubleshooting.
• Manage customer and internal stakeholder communications for all issues raised to Mimecast Development, working closely with Customer Success and Service Delivery to ensure that required information and updates are shared in a timely basis until the problem is resolved.
• Consult with other senior technical Mimecast resources, including Technical Operations, Messaging Security, Product Management, and Development to assist with issue resolution.
• As time allows and as directed by management, assist with other routine customer support matters. This may include email and phone queue cases, escalated and high profile issues, or coverage for other Technical Account Managers.

Proactive Engagement:

• Understand and document the customer's technical business needs and environment through regular technical profile reviews coordinated by the Mimecast Customer Success team.
• Review product releases and platform functionality changes, advising customers on best practice configuration updates.
• As mutually agreed with the customer, plan for migration or account related activities outside of normal business hours where required.

Account Management:

• Work with the Customer Success Manager to provide periodic reports on support activity.
• Attend routine conference calls and customer meetings, as mutually agreed with customer. Depending on Mimecast region and customer profile, some of these meetings may be at the customer's location.
• Work closely with the Customer Success Manager to understand the customer's technical and business needs and advocate internally for feature and or/functional changes to the Mimecast platform.

What You'll Bring

• 1-3 years of experience working with MimeOS and full knowledge of all platform functionality
• Experience providing high quality technical support to Enterprise customers
• Knowledge of Microsoft Exchange, Active Directory, and other Corporate IT Messaging and Security systems.
• Excellent written and verbal communication skills, and the ability to communicate highly technical topics to a non-technical audience
• An emphasis on customer satisfaction and the ability to remain calm under pressure.

What We Bring

The Technical Account Manager role at Mimecast offers the opportunity to serve as a vital technical partner, providing guidance and support to ensure customer success. Through exposure to diverse technical challenges, collaboration with cross-functional teams, and opportunities for professional growth, you'll play a crucial role in driving customer engagement while also enhancing your own expertise and career trajectory.

#LI-ND1

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.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected].

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.