Jaco Geldenhuys
Frankston,VIC
Summary
I am a dynamic, driven, and highly skilled Senior Technical Account Manager with over 15 years’ experience in technical support, account management, and team leadership. Known for effectively bridging technical solutions with client needs, I bring extensive experience in client engagement, customer-focused troubleshooting, and maintaining high service standards across complex systems. My expertise includes hands-on technical support, strategic client relationship management, process optimization, and team mentorship. With a solid foundation in platforms like Microsoft Office, Salesforce Mimecast, and various firewall systems, I excel at streamlining operations, leading cross-functional teams, and fostering collaboration to ensure exceptional service delivery and enhance customer satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Technical Account Manager
Mimecast
09.2023 - Current
- Grew TAM revenue pipeline via upsells and cross-functional sales collaboration.
- Standardised APAC TAM program improvements across the global team.
- Reduced support case volume by 24% with proactive reviews and remediations.
- Delivered QBRs that boosted client satisfaction and strategic alignment.
- Led successful data ingestion projects using the Mimecast Hive platform.
- Key Achievements:
- Awards:
- Winning Cross functional collaboration award for FY25 for APAC
- 2023-2024 multiple honorable mentions in our internal Win Wire Channel for account saves and upsell opportunity creation.
- Remarkable Mimecast award 2021
- Mimecast Way Award Nomination: Delivering a remarkable Experience 2020
- Bravo Zulu 2020
Technical Account Manager
Mimecast
06.2021 - 09.2023
- Primary technical contact for enterprise clients; manage escalations and platform optimisation.
- Performed audits, policy reviews, and solution mapping for customer environments.
- Collaborate with engineering, sales, and product teams on technical initiatives.
- Provided training, best-practice guidance, and managed after-hours activities.
- Key Responsibilities:
Support Engineer
Mimecast
02.2019 - 05.2021
Data Services Engineer
Mimecast
05.2018 - 01.2019
Support Engineer
Mimecast
06.2017 - 05.2018
Internal Project Manager
Turitto Networks
05.2016 - 06.2017
- Implemented and managed CRM/NMS platforms and change processes.
- Developed SOPs that improved ticket times and service quality.
- Delivered enterprise-grade networking projects (MPLS, VPN, firewalls).
- Mitigated churn through improved documentation and client engagement.
- Key Achievements:
- Key Responsibilities:
Support Manager
Turitto Networks
11.2010 - 04.2016
- Managed internal systems, infrastructure, and staff development.
- Oversaw escalation handling, documentation, and client service.
- Performed RCA’s and network audits to maintain service integrity.
Support Manager
BBG SP
01.2002 - 01.2010
- Led teams and operations in hospitality and retail environments.
- Gained foundational experience in customer service and operations.
- Earlier Roles (2002 – 2010):
- Store Supervisor, Vodashop (George Airport, OR Tambo Duty-Free)
- F&B and Night Manager, Trafford Hall Hotel, UK
- Assistant Manager, Emerald Guest House
- Highlights:
Education
High School - Maths, Science, Technical Electronics
PW Botha Technical College
01.2001
Skills
- Technical Account Management (TAM) Strategy
- Cybersecurity SaaS Platforms (Mimecast, Zscaler)
- Customer Success & Lifecycle Management
- Stakeholder Engagement & Executive Reporting
- Escalation & Incident Management
- Microsoft 365 & Azure Ecosystems
- Linux, MacOS, and Windows Admin
- CRM Tools: Salesforce, Dynamics, NetSuite
- Technical Training, Enablement & Documentation
- Process Optimisation
- Cross-Functional Collaboration &Leadership
Certification
- Zscaler ZCCP Web Proxy Implementation and Administrator
- Mimecast MCP Qualified
- You.com AI Master Class 1 & 2
- FortiGate NSE 1 Network Security Associate
Languages
English: Fluent (Read, Write, Speak)
Afrikaans: Fluent (Read, Write, Speak)
Timeline
Senior Technical Account Manager
Mimecast
09.2023 - Current
Technical Account Manager
Mimecast
06.2021 - 09.2023
Support Engineer
Mimecast
02.2019 - 05.2021
Data Services Engineer
Mimecast
05.2018 - 01.2019
Support Engineer
Mimecast
06.2017 - 05.2018
Internal Project Manager
Turitto Networks
05.2016 - 06.2017
Support Manager
Turitto Networks
11.2010 - 04.2016
Support Manager
BBG SP
01.2002 - 01.2010
High School - Maths, Science, Technical Electronics
PW Botha Technical College
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