Job details

Incident Manager

The Incident Manager is responsible for the daily management and oversight of internally raised customer escalations in support of the Mimecast product portfolio. This role will serve as a triage point for escalations raised by our sales and customer facing teams, determining how best to address customer responsiveness or product/service failures. They will own the assignment of cases to support engineers and teams as appropriate, coordinating internal efforts to drive timely resolution especially where there is a significant impact on a customer’s business relationship with Mimecast. The Incident Manager will also be responsible for developing reporting and dashboards to identify trends and opportunities for improvement to drive customer satisfaction.

Job Responsibilities:

Refine internal processes and workflows to drive efficiency and customer satisfaction.
Improve and maintain Mimecast’s customer prioritization processes in collaboration with our partners in Customer Success, Professional Services and Customer Development
Engage with global peers to ensure that high severity support cases are successfully transferred across regions to facilitate timely resolution, while working to establish and maintain quality standards for these engagements.
Host periodic stand-up meetings to ensure appropriate visibility of key customer issues, escalation status reporting, and prioritization of key business interests from COPS and GTM teams.
As appropriate, coordinate resolution efforts by aligning key cross functional stakeholders to drive accountability and appropriate follow-up actions, serving as an escalation point for Internal Mimecast stakeholders
Serve as liaison for the business to customers where required, communicating effectively and appropriately with both technical and non-technical audiences.
Provide feedback to GTM and COPS teams that enable them to minimize the need for escalations or provide better quality detail to speed resolution.
Facilitate emerging issue identification by being aware of emerging trends while helping to ensure consistent application of known issues by the front-line teams.
Participate in Mimecast’s Incident Response program, providing critical support during service disruptions and other critical incidents.
Develop and monitor dashboards to proactively identify trends and customer escalations and recommend technical and process changes to better meet expectations.

Requirements:

Minimum of 2 years of experience working with the Mimecast product portfolio. Experience in performing this role at other SaaS vendors preferred.
Ability to quickly assess severity of issues, prioritize effectively, and work both independently and collaboratively with other managers.
Demonstrate strong interpersonal and communication skills while working with diverse audiences including IT professionals, support staff, sales teams, and engineering
Ability to translate technical concepts to peers, management, leadership, and customers in an understandable and organized fashion.
Experience with Salesforce or other enterprise support platforms required
Recognize that customer satisfaction is a principal measure of our business and our values.
Strong working knowledge of office and project tracking applications, such as Office and Smartsheet

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Why Mimecast?

We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

Mimecast Glassdoor Company Review

4.0

Mimecast DE&I Review

4.1

CEO of Mimecast

Marc van Zadelhoff

Approve of CEO

By Mimecast

Mimecast is an AI-powered, API-enabled connected Human Risk Management platfrom founded in 2003. We are committed to helping protect large and small organizations from malicious activity, human error and technology failure.

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