Critical Situation Manager at Mimecast Services Limited in Lexington, MA

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Critical Situation Manager

US-MA-Lexington

Title: Critical Situation Manager

Job ID: 2020-4694
Type: Permanent Full Time
# of Openings: 1
Category: Customer Service
Lexington, Massachusetts

Overview

The Critical Situation Manager is a global role responsible for leading, planning, and managing the resolution of technical problems with serious consequences to Mimecast or our customers. These problems are those that affect individual or relatively limited numbers of customers, normally over a longer time period, and not those that are covered by our EMT/critical incident handling process (which can be more acute but are normally shorter in duration).

This role could therefore include helping to manage the response for a single high-profile Enterprise customer, or for many customers impacted by some type of service degradation that takes several days or weeks to address.

The Critical Situation Manager will ensure:

  • The correct teams of people are working on the issue
  • Consistent communication, including status updates and assigned deliverables, are delivered to all relevant internal parties and customer facing teams
  • All customer-facing teams have an accurate and concise understanding of these potentially complex technical challenges to ensure consistent customer communication
  • That serious, customer impacting issues are collated and tracked for the purposes of further escalation or senior executive awareness.


Responsibilities

  • Help define and drive the Mimecast Critical Situation Management Process for critical customer situations
  • Coordinate with relevant internal teams (Product Management, Engineering, Customer Success, Service Delivery, etc) to ensure that the correct parties and technical expertise are represented and there is clear ownership of associated tasks
  • Establish a regular cadence with named account stakeholders to provide internal status updates and agree on customer facing communications.
  • Work in conjunction with CSE, DSE, and SD Escalation teams to ensure consistent communication and issue ownership from a technical perspective. Provide a grounded technical perspective and guidance on the appropriate escalation paths to resolve issues
  • Identify appropriate managerial and leadership escalation pathways and leverage these when necessary given the volatility of the customer or issue.
  • Provide input and represent the voice of customers on ongoing SD/ESUP prioritization
  • Work with COPS leadership on weekly “hot list” reporting to ensure current status and path to resolution are updated appropriately
  • Over time, create and maintain playbooks for different types of issues to speed issue identification and recovery
  • Maintain and update a high level “Known Issue” confluence article with list of issues, scope of impact, and recommended customer-facing communications for all COPS and GTM teams.
  • Craft business appropriate communications for the affected operating groups and manage communication via planned meetings and email communications
  • Conduct a post event analysis where appropriate and provide feedback to relevant internal stakeholders on success of the engagement and opportunities for improvement.


Qualifications

The ideal candidate for this role will have the following characteristics:

  • 2-4 years of experience working with MimeOS and full knowledge of all platform functionality
  • A working knowledge of Mimecast departments, key stakeholders, and company processes
  • Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time. Demonstrated leadership skills in fast paced, highly dynamic situations.
  • Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.
  • Proven project management track record that includes managing relationships, tracking deliverables, and appropriate reporting back to the team.
  • An emphasis on customer satisfaction and the ability to remain calm under pressure.

Reward

We offer a highly competitive rewards and benefits package including private healthcare, dental and life coverage. Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities. All Mimecasters strive on being high performers, problem solvers, and team players with passion and integrity.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


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