Technical Account Manager

Mimecast - Lexington, MA

Full-time - Mid Level

Lexington, MA

Publishing Industries

About the position

Technical Account Managers at Mimecast serve as a crucial technical partner for customers, providing both technical guidance on routine support matters and strategic advice on the effective utilization of the Mimecast platform. This role is essential as it involves managing customer expectations and ensuring high levels of satisfaction with Mimecast's services. Given that this is a paid service offering, customers will have elevated expectations regarding the engineer's technical knowledge, engagement, and customer-facing skills. The position requires a comprehensive understanding of the challenges faced by corporate IT teams, the ability to communicate technical issues clearly, and the confidence to explain Mimecast products, services, and best practices effectively. In this role, the Technical Account Manager will handle cases by working closely with the assigned customer's IT staff to address any issues related to the Mimecast platform that require advanced troubleshooting, problem isolation, or resolution. It is crucial to ensure that support cases are logged adequately in the Mimecast case management system and resolved promptly and thoroughly. The Technical Account Manager will regularly review open support cases assigned to other Mimecast Support Engineers to ensure they are being managed appropriately and escalated when necessary. They will also take ownership of support cases when appropriate, serving as the primary point of contact for troubleshooting. Proactive engagement is a key aspect of this role, where the Technical Account Manager will understand and document the customer's technical business needs through regular technical profile reviews. They will review product releases and platform functionality changes, advising customers on best practice configuration updates. Additionally, they will collaborate with the Customer Success Manager to provide periodic reports on support activity and attend routine conference calls and customer meetings, which may sometimes occur at the customer's location. Overall, the Technical Account Manager role at Mimecast offers a unique opportunity to engage with diverse technical challenges, collaborate with cross-functional teams, and contribute to customer success while enhancing personal expertise and career growth.

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.
• Take ownership of support cases and serve as the customer's primary point of contact for troubleshooting when appropriate.
• Manage customer and internal stakeholder communications for all issues raised to Mimecast Development, ensuring timely updates until resolution.
• Consult with other senior technical Mimecast resources to assist with issue resolution.
• Assist with routine customer support matters as time allows and as directed by management.
• Understand and document the customer's technical business needs through regular technical profile reviews.
• Review product releases and platform functionality changes, advising customers on best practice configuration updates.
• Plan for migration or account-related activities outside of normal business hours as mutually agreed with the customer.
• 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.

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, with 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.

Benefits

• Opportunity to serve as a vital technical partner, providing guidance and support to ensure customer success.
• Exposure to diverse technical challenges and collaboration with cross-functional teams.
• Opportunities for professional growth and career trajectory enhancement.