Customer Success Manager

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.

TheCustomer Success Manageris 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

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

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Requisition: J0087056