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All Places > The Mimecaster Central Blog > Blog > 2017 > May
2017

Sandra Cutler is the eLearning Developer Team Lead responsible for creating technical content on Mimecast products and services, as well as managing development lifecycles for the Education Team. Having joined Mimecast in August 2016, she is passionate about creating engaging content for all Mimecast customers, resellers, MSPs, and internal business stakeholders.

 

Coming to Mimecast, after many years in law firm training and IT support, has truly been mind-blowing to say the least. It felt like I went from zero to sixty in just a matter of seconds.

 

Agile is the term I hear when people talk about this fast-paced SaaS company, and they’re right. From the moment I stepped in the door, I could feel the momentum here. It is in a constantly forward-moving state. New ideas are encouraged, not only from internal staff, but from customers as well. In fact, as you peruse Mimecaster Central’s Share Ideas section, you’ll hear the voices of your peers loud and clear.

 

My Story

 

My entire career up until Mimecast consisted of working in law firms. I was comfortable in the law firm space. Some would say, I was too comfortable.

 

In my role as trainer and course developer, I knew a lot about the software we used, and felt good about being the one everyone went to with the difficult questions. I felt good after a class hearing feedback that I made the subject matter easier to understand. I even had the opportunity to travel domestically and internationally to roll out new software in satellite offices. However, at some point -- I’m not sure exactly when it happened -- I became complacent. I found myself wanting more, and in need of a change.

 

Although I had a decent job and worked with good people, I wasn’t happy with what I was doing anymore. One thing that helped me at that point was running. I often ran on my lunch breaks through the streets of Boston, the park in the picture above being one of my regular paths. I used this time to sort out my thoughts and figure out what I truly wanted out of my career.

 

I’m not going to lie, the prospect of changing careers at that point in my life was, to say the least, scary, but not enough to make me hesitate.  So I decided to embark on a journey to find out what I liked to do best, and as fate would have it, I found myself gravitating toward eLearning. I was already designing Instructor-led training, so why not online as well?

 

My law firm, along with many others in the city of Boston, purchased eLearning bundles from a reputable learning and development company. The problem was, or maybe I should say, fortunately for me, the bundles didn’t include everything we needed. That prompted me to ask my manager about investing in eLearning software, and she agreed. I took a few courses, and the rest is history.

 

Mimecast Customer to Employee 

 

Ironically, the law firm I worked for purchased Mimecast during my last year there. So while you’re searching for Mimecast eLearning content, remember that some of it was created by a Mimecaster that used to be a customer!

 

Where can you find this material? There are actually a few places. Resellers and Managed Service Providers (MSPs) can access our content via the Mimecast Academy, using their respective portals. Customers can go to our Knowledge Base articles in Mimecaster Central. Many of these articles contain videos tied to our YouTube Mimecast Education Channel.

 

So here I am, feeling a little out of place, but at home at the same time. Is that possible? The atmosphere here is hard to describe, and very different from a law firm, for sure. All I know is, there are great minds here at work and I’m happy to be a part of it.  

 

Am I the one everyone knows? No. Am I the one everyone comes to with question? No. But I’m okay with that. I knew altering my career path would take me out of my comfort zone. After all, that was the whole point. I forced myself to push the boundaries and here I am, creating eLearning that makes content easier for people to understand. It’s what I’ve always enjoyed doing. I’m just using a different delivery method now.

 

The Education Team

 

I can’t complain. I have a great manager and co-workers, and all the tools I need to be successful.

 

I work for the Education Team creating technical content on Mimecast products. This team is not only comprised of eLearning developers like myself, but also technical trainers who conduct online training sessions, and a technical writer who is responsible for updating our Knowledge Base. We also work with various stakeholders throughout the company to create educational material for internal business verticals.

 

Legendary Customer Success

 

We are a team with the true Mimecast spirit -- always looking to improve, always moving forward. What was once good enough, is no longer. You as customers demand more of us and we demand more of each other. 

 

If you haven’t checked out our YouTube Channel in a while, take a look! You’d be surprised at how far we’ve come. In fact, the main focus of our Legendary Customer Success™ is to always be listening to you, the customer, as your feedback is paramount to us improving our products and services, just like other teams are already doing within Mimecaster Central.

 

Dream Job? And What's to Come from the Education Team

 

Would I go so far as to say this is my dream job? Yes, I think I can say that with absolute certainty. Is it perfect? No. But it has the potential for coming close, and with my team’s current leader and his vision, I have no doubt our goal of educating every customer, reseller, MSP, and Mimecast employee will become a reality.

 

In closing, I'd like to give one final thank you to my manager, who, in the interview process, saw something in me that made him decide I was the right candidate for the job. Without that, I would not be here today. Thank you, Dave Cardillo!

 

Stay tuned for more blogs from the Education Team, where we'll keep you up to date on all we have in store for you. 

 

And one final picture – it’s my new running path!

 

Our next Legends of Mimecast Q&A is with Director of Sales Engineering, EMEA, Johan Dreyer. Johan gives new Mimecast customers tips for success...and what keeps him busy off the clock.

 

Could you describe your role here at Mimecast?

 

I lead the European Sales Engineering team. It’s our responsibility to help our customers realize the best possible outcomes when aligning Mimecast technology to their business needs. As a hands-on team, we work closely with potential and existing customers alike to maximize the benefit they gain from our technology.

 

Our team has more than doubled over the last 18 months, and through this journey, we have worked very hard at honing the skill level of new and existing engineers. This has been brought to fruition by a rigorous onboarding process for new team members and regular reviews of existing engineers, ensuring we maintain the gold standards of excellence required to deliver Legendary Customer Success.

 

You obviously have worked closely with customers in your time at Mimecast. What have you learned the most from your interactions with folks like those here in Mimecaster Central?

 

The single biggest thing I have learned is to listen.

 

I think it’s in our nature as people (especially the more technically minded ones) to want to provide an answer as soon as we believe we have it. When this happens, we discount anything that is said by the person who is speaking from that point on. We are waiting for our turn or interject to provide an answer (I’ve even found myself sitting on the edge of my seat on occasion). You can miss out on important information or make the other person feel like you’re not listening to them when you do this.

 

I now make it a point to listen, in full, to what the customer or partner has to say, and deliberately try not to form any opinions until they are finished talking. This helps me to understand their business and challenges better, and also present the solution with the best possible outcome.

 

Best piece of advice for someone just starting off with our products?

 

First, make the time to attend the online instructor-led training available to all customers -- you’d be surprised at the difference it will make for your experience.

 

Then, trust the technology. It may feel unnatural at first when you are able to see what happens, in real time, to your email -- whether that be delivery, rejections, or bounces -- but we do this for thousands of businesses daily.

 

Favorite feature of Mimecast products you couldn’t live without from a personal user standpoint? 

 

Mimecast for Outlook Smart Search! It’s completely changed the way that I interact with the archive by being both intuitive to use and reliable in delivering search results that are on point and save time.

 

What keeps you busy off the clock?

 

My weekends are generally reserved for spending with my family -- particularly, my children. We use this time to do all the stuff they want to do, which can vary quite a lot. Last weekend, they asked if I could take them go-karting and if we could have a barbecue. It’s no surprise they got their way!

 

Favorite food?

 

I’m a huge fan of the Mediterranean styles of food, so anything Italian, Spanish, or Greek will never go amiss.

 

Be sure to also check out some of the other Legends of Mimecast Q&As in the series (community champions and Mimecast employees):

Legends of Mimecast: A Q&A with Dawn Cronin 

Legends of Mimecast: A Q&A with Les Bessant 

Legends of Mimecast: A Q&A with Onyi Ejiasa 

Legends of Mimecast: A Q&A with CEO Peter Bauer