Technical Account Manager

Mimecast North America - Lexington, MA

Full-time - Mid Level

Lexington, MA

Professional, Scientific, and Technical Services

About the position

As a Technical Account Manager at Mimecast, you will serve as a vital technical partner for our customers, providing both technical guidance on routine support matters and strategic advice on the effective utilization of the Mimecast platform. This role is crucial as it involves managing customer expectations and ensuring high levels of satisfaction with our services. You will be expected to possess a thorough understanding of the challenges faced by corporate IT teams, and you will need to communicate technical issues clearly and confidently explain Mimecast products, services, and best practices. In your day-to-day responsibilities, you will handle case management by working closely with assigned customers' IT staff to troubleshoot and resolve issues on the Mimecast platform. This includes logging support cases in our case management system, ensuring they are resolved quickly and comprehensively, and regularly reviewing open support cases assigned to other Mimecast Support Engineers. You will also take ownership of support cases when necessary, serving as the primary point of contact for troubleshooting and managing communications with both customers and internal stakeholders. Proactive engagement is a key aspect of this role. You will document customers' technical business needs and environments through regular technical profile reviews, advise on best practice configuration updates, and plan for migration or account-related activities as needed. Additionally, you will collaborate with the Customer Success Manager to provide periodic reports on support activity and attend routine conference calls and customer meetings to ensure alignment with customer needs. This position offers the opportunity to work with diverse technical challenges and collaborate with cross-functional teams, enhancing your expertise and career trajectory while driving customer engagement and success.

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 for technical matters raised directly by the customer.
• Resolve cases as quickly and comprehensively as possible, regularly reviewing open support cases assigned to other Mimecast Support Engineers.
• Take ownership of support cases where appropriate 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, 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, including email and phone queue cases, escalated and high-profile issues, or coverage for other Technical Account Managers.
• Understand and document the customer's technical business needs and environment 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 and attend routine conference calls and customer meetings.

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

• Opportunities for professional growth and exposure to diverse technical challenges.
• Collaboration with cross-functional teams to enhance expertise and career trajectory.