Teams at Mimecast

Provide first-line technical support for Mimecast products via phone and email: troubleshoot, diagnose root causes, document cases in a ticketing system, escalate complex issues, update knowledge base articles, and proactively identify trends to improve customer experience.

Lead design, launch, and management of global reseller partner programs to drive engagement and revenue. Build enablement, certification, onboarding, collateral, reporting and incentives; collaborate with Sales, Marketing, Product, Customer Success, Legal, Finance and Partner Operations. Engage partners via advisory councils and outreach, iterate program capabilities, and hire and lead a team to deliver partner communications, enablement, and MDF/incentive management.

Manage ~100 mid-market (350–1000 employees) customer accounts to drive upsell, prevent churn, and expand product adoption. Execute account plans with partners, follow sales methodology, hit revenue targets, and maintain strong customer relationships while developing product and market knowledge.