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