Iron Mountain Customer Success Manager in Remote, Pennsylvania
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
The Customer Success Manager (CSM) role is a key member of the Iron Mountain Field Sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the BDEs in the Field Sales accounts.
2+ years sales or customer service experience, with exposure to mid to large sized accounts, and a proven record of consistent accomplishment.
Proven history of establishing and developing strong partnerships with prospects and customers. Experience as a lead for accounts, managing relationships with all levels in an organization.
Experience working across all levels of a highly matrixed global organization.
Build and maintains customer relationships to understand the organizational business objectives and goals. Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).
Ensure frequent communication with customer to enable superior customer satisfaction and to keep customer educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools. Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans.
Aligned with seller on Low Share of Wallet accounts – driving the “wake-up” opportunity and/or High Share of Wallet accounts – complex customer matrix and high demand requirements.
Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions.
Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace. Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.
Research of account status to prepare for contract negotiations. Responsible to assist in the Renewal and execute on the Renewal process when needed.
Use of internal systems to generate reports and analysis based on customer’s request. Ensures the timely completion of reports and analysis, and takes action based upon analysis to resolve or create opportunity
Keeps abreast of the competitive environment and impact on Field Sales accounts
The Customer Success Manager (CSM) is responsible for account selling activities working with the Business Development Executive (BDE) to provide detailed responses to RFP’s, tracking activity in Sales Force, conducting competitive research and knowledge of IRM product offerings.
Contract Renewals and Negotiations:
The Customer Success Manager (CSM) partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract.
Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts.
- Responsible for final account profitability through leading negotiation process and ensuring an acceptable on time outcome from a pricing, profitability, liability, operational, and SLA perspective for accounts. Responsible for identifying areas of opportunity, securing resources and driving sales process to assist in scoping and pricing for special projects within assigned accounts.
Customer Experience and Escalations:
Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue
Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations
Conduct compliance assessments, identify risks and perform root cause analysis and lead action in directing internal and external teams in issue resolution/corrective actions
Save accounts at risk and defining possible solutions to customer issues to lead to retention
Serve as liaison between IRM and customer across pricing, billing, invoicing requirements
Coordinate with CARE/other internal teams as needed
Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.
Stays informed of trends and changes in Records/Information/Data Protection Industry
Timely and consistent communication with internal team members – Field Sales, Support and MarketTeams.
Update and coordinates with other departments to ensure that they are consistently implementing systems that support the customer’s requirements.
Develops and records individual performance goals and objectives
Maintain working partnership with Markets, Area and Corporate teams.
Other duties as assigned including assistance with special projects
Business Expertise: This role is required to have general business acumen and understand IM’s solution offerings and its competitive environment. This role requires a deep understanding of IM’s services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments.
Category: Sales Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
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