Technical Account Manager

1 week ago

Lexington, Massachusetts, United States Mimecast North America, Inc. Full time

Technical Account Manager Role at Mimecast North America, Inc.

About the Role

We are seeking a highly skilled Technical Account Manager to join our team at Mimecast North America, Inc. As a Technical Account Manager, you will serve as a vital technical partner to our customers, providing guidance and support to ensure their success.

Key Responsibilities

  • Work closely with assigned customer's IT staff for any issues on the Mimecast platform that require advanced troubleshooting, problem isolation, and/or resolution.
  • Ensure support cases are adequately logged in the Mimecast case management system and 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.
  • 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, including 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 the 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.

Requirements

  • 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 Offer

The Technical Account Manager role at Mimecast North America, Inc. 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.

Equal Opportunity Employer

Mimecast North America, Inc. is an Equal Opportunity and Affirmative Action Employer. We welcome applicants from traditionally underrepresented groups and are committed to building an inclusive, diverse community that celebrates and welcomes everyone.

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