Customer Success Manager

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Job

Global Industries Accounts (GIA): Iron Mountain’s Global Industries Accounts represents a select group of Iron Mountain’s largest high-profile, growth orientated, and influential customers. These customers have a global presence and require a specialized, best-in-class level of service and attentiveness due to the nature and complexity of the business.

The GIA organisation is to sharpen customer focus and act as a strategic partner to our customers as their digital and business needs evolve. The GIA team is responsible for managing and overseeing Iron Mountain’s top-tier customers and overseeing relationships to the next level. The GIA team will understand customer priorities and objectives, then plan and deliver relevant aligning solutions, while also ensuring that we are delivering best in class, white-glove service.

The Customer Success Manager is responsible for supporting the GI Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The ideal candidate will possess both a sales and operational background that enables them to successfully build and maintain relationships, advise customers, develop innovative programs, and expand across new business units on a global scale.

The Responsibilities

GI Team Support and Partnership:

Support the Global Industries team to drive business, customer loyalty, and retention, on a global scale

Collaborate in the development and execution of Global Account strategies

Collaborate cross-functionally within all levels of the organisation and advocate for external and internal teams

Assist the Global Account Managers and Managing Directors, as required

Identify and uncover new opportunities through established relationships

Day to day support, escalation, issue resolution, reporting

Customer Relationship:

Build and maintain strong relationships with customer key contacts, lead recurring calls to keep customers informed of key items/issues

Ability to navigate and interact internally/externally, on a global level

Identifies and support new opportunities (cross-sell and up sell); RFPs, SOWs, etc.

Strengthen and maintain relationships with internal/external customers to provide best in class service, ensure the customer experience is optimal by all means necessary

Customer Strategy and Support:

Update and maintain customer and prospect information, keep informed of innovative new products, competitive landscape and trends

Break into new lines of business groups within the defined GIs

Understand customer needs and requirements, lead and oversee small to medium sized projects

Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions, incidents, etc.

Accountable for managing bad debt

Assists with contract negotiations, and operations

Execute and implement price increases

Ensure that customer agreements and contracts are upheld and executed correctly, including SLAs and other specialized processes

Support key account selling activities including detailed responses to RFP’s, tracking activity in SFDC and forecasting

Assist with creating and delivering QBRs

Consistently overachieve targets through a customer-centric approach

The Person

Bachelor’s Degree or equivalent experience

8+ years experience managing large, complex customer relationships

Experience working with customers on a global level

Understanding of Iron Mountain’s organisational structure and hierarchy, on a global scale

Strong understanding of Iron Mountains product and services

Strong customer service and engagement experience

Strong phone presence and comfortable initiating conversations

Self-starter and proactive problem solver

Ability to work in a dynamic fast-paced environment

Strong interpersonal skills

Willing to work independently

Team Player

Category: Sales

J0087056