About the role
The Customer Development role is essentially responsible for interfacing with a portfolio of high profile Corporate level customers to:
- Ensure customer delight and build advocacy through building awareness of further business value available to clients
- Increase utilization of services and drive stickiness
- Drive additional revenue (cross sell and upsell) through existing clients, key partnerships and Mimecast Customer Advocates (Account Managers)
The Customer Development role works with the Customer Advocate team, the Partner network and closely with the Customer Success Manager and Customer Success Director on key accounts.
The ideal candidate must be an experienced and mature, target driven individual capable of empathy but also capable of decisive and assertive action where required. We are looking for a people person with excellent communication skills and attention to detail. This would require management of multiple stakeholders across our business and that of the customer, so needs an individual who is very structured and focused in working towards deliverables and deadlines. Commercial acumen and negotiation skills will be a key success factor in the role as well.
Furthermore, they must have a broad range of current and relevant industry knowledge gained through extensive sales and account management experience within the ICT sector. You must thrive in a fast paced, agile but well-structured sales environment that is regularly reinventing itself and have the ability to work well with other team members across a range of functions in order to drive the best experience and result for your customers. This role focuses on customer enablement and delight –cross selling new services into existing clients. It is a strongly relationship focused role – both with customers and with other team members, particularly within Sales.

Who we are looking for:
A dynamic and energetic person with a passion for delighting customers. This person must be structured, repetitive, organized, target driven and reliable at all levels, always delivering on their promises and meeting deadlines being a part of their DNA. They must be flexible, adaptable and able to work under pressure from all areas while producing high quality work that conforms to the demands of a key customer base with extremely high standards and expectations. We are looking for a self-starter with the ability to work inter-dependently, yet able to account for their activity.

The successful candidate will be:
• Dynamic and Energetic
• Flexible and adaptable to meet the needs of many different types of audiences
• Well-presented, confident and articulate
• A person that demands respect and attention where required without offense
• A dynamic and confident networker and negotiator
• Able to work collaboratively within a team environment, whilst driving specific objectives individually
• Strong sales and business skills
• Structured, organized and meticulous
• Reliable at all levels, always delivering on their promises
• Someone who make senses out of complexity and acts quickly
• EQ and a good grasp of social personas
• Passionate about technology

Key Responsibilities:
• Protecting ARR via customer retention and satisfaction programs derived from the Customer Experience Strategy
• Growing ARR per key account by upselling existing and new services into the account base
• Review Customer Account Plans for the designated base in order to deliver on the outcomes of the upsell strategy.
• Management of key deployment projects where required in customers, coordinating various parties across business in order to deliver on the required outcomes.
• Relationship building through regular customer meetings and/or interaction
• Face-to-Face customer engagements and education – a dynamic educator and presenter able to perform under pressure and even troubleshoot where required
• Business and commercial understanding in order to plan strategically in client patch –Cost Benefit Analysis, Cost to acquire
• Deal negotiation, contract and SLA management where required in key accounts, with support from the Customer Success Manager
• Being decisive and confident where required in order to execute on customer requirements within strict time frames in order to delight clients
Outcomes/Key Measures for Success:
• Revenue Growth with the support of designated pre-sales into assigned accounts
• Achievement of defined quarterly and annual KPI’s and sales targets to drive feature utilization

Essential Skills and Experience:
Within this corporate IT environment you will be required to have:

Essential Experience:
• Must have an IT Background
• At least 5 -7 years in a fast paced, dynamic and entrepreneurial company
• At least 5 years’ strategic account management type experience
• Proven experience in time management of complex and varied tasks
• Proven sales success
• Proven revenue retention
• Proven revenue growth
Essential Customer Service Skills
• Ability to engage at C-Level with ease
• Meeting and Greeting Skills
• Engaging Technical Presentation Skills
• Listening Skills
• Flexible Communication Skills towards different audiences in a customer
• Positive Approach
• Body Language
• Problem Solving Skills
• Diplomacy and ability to adapt social style according to audience
• Ability to empathize
• Presence of Mind
• Product and Organization Knowledge

Qualifications:
• Degree or Diploma that includes Business Management and/or Information Technology is preferred