Customer Success Specialist

Job Summary

Please note that the responsibilities listed below are not exhaustive and may be expanded or modified as necessary to meet the evolving needs of the organization.

MAIN PURPOSE OF POSITION

The main purpose of the Customer Success Consultant role is to build and maintain strong relationships with Mimecast partners by proactively engaging with them on a monthly basis, providing product and service information, ensuring timely follow-ups, managing sales processes, and supporting Account Managers to drive customer satisfaction, brand engagement, and sales growth. The role also involves maintaining accurate records, ensuring operational compliance, tracking performance metrics, and supporting the successful progression of renewal and sales opportunities to meet business objectives.

Key Responsibilities

Customer Success Consultant Job Duties and Responsibilities.

• Calls all Mimecast partners on a monthly basis.
• Assists Account Managers with follow-ups.
• Calls partners to discuss current Brand activities.
• Keep spreadsheets up to date, neat, and easy to read.
• Influences customers to buy products by following a prepared sales talk to give service and product information.
• Completes spreadsheets by recording names, addresses, dates called, and comments.
• Quotes should be sent to partners within a 2-hour SLA.
• Secures information by completing database backups.
• Maintains a safe and clean working environment by complying with procedures, rules, and regulations.
• Maintains operations by following policies and procedures; reporting needed changes.
• Contributes to team effort by accomplishing related results as needed.
• Sales Certifications are to be done on selected brands and maintained.
• Bi-weekly Business Review Session with Management
• Weekly Pipeline Status, meetings scheduled, and emails sent.
• 250 calls per month
• Discuss KPI and Target tracking weekly.
• Engage and communicate with Brand Manager
• Attend training sessions when requested

People Management

• Engage with the brand team on all levels.
• Attend training when requested

Administration

• Load CRM with updated contact details
• Request and evaluation quotes for submission
• Follow up on quotes and programs.
• Follow up on operations responses.
• Manage SLA with brand operations

Requirements

Internal training associated with competencies:

• During the first week of your employment, you'll be presented with a meticulously crafted learning map designed to seamlessly guide you through your on-the-job training experience.

Minimum Qualifications:

• Matric
• Tertiary qualifications in Information Technology is highly desirable.

Minimum Experience:

• None required, but can be benificial.

Office Requirements:

• Office-based working environment.
• Working hours are from 08:00 – 17:00.
• Excellent international business language skills (English), both written and verbal.
• Reliable transport to and from the office.

Remuneration & Benefits

NOTE

• This is a permanent position subject to a successful three-month probationary period.
• You will be required to perform such duties as reasonably required by the business.
• Your job description may be amended from time to time if it is valid and reasonable.
• You will serve the Company or any Associated Entity in such capacity as management may reasonably require.
• Duties must be performed faithfully, diligently, and to the best of your abilities.
• You agree to use your best endeavors to promote the best interests of the Company and any Associated Entity.
• You may be required within reason, to work outside of set duties and/or perform in more than one role