Manager Customer Experience

Responsibilities
This role is for an experienced manager with excellent emotional intelligence; able to lead an experienced team and grow their skills to succeed at their roles. The person must be able to interact with many different levels of personas within customer base as well as internally at Mimecast. This person should be progressive and forward thinking, but approachable and flexible within a highly dynamic environment to be able to cope with multiple activities at the same time. Duties include:
• Oversee the day to day operation of one of the Customer Experience teams
• Act as a mentor and resource for the team when dealing with customer incidents and strategies
• Driving the defined CX strategy within the team
• Dynamic risk reporting to the Director of Customer Experience especially pertaining to and highlighting churn risk and downgrades to the business
• Ability to track team's performance against set KPIs
• Team development in all areas of skills and ...