Iron Mountain Digital Customer Success Manager in Richmond, Virginia
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.
Iron Mountain is seeking a Digital Customer Success Manager to join our Global Digital Solutions team. The Global Digital Solutions (GDS) are a critical part of our customer technology driven solutions, providing technology and software-as-a-service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities .
The Digital Customer Success Manager role is responsible for the successful launch of the GDS solution portfolio into the Customer atmosphere to support and nurture their digital transformation path and feed into their digital strategy throughout their partnership with Iron Mountain.
The Digital Customer Success Manager will be responsible for assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders.
Customer follow-up to identify and develop new requirements to enhance the offerings as well as identifying potential new revenue streams which to hand over to Sales teams.
Maintain a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required.
Provide customer facing training either remotely or in person for the Digital Solution portfolio as directed
Utilise and direct customer journey mappings to effectively track and monitor a customers success with the GDS solutions
Act as a ‘fast-response’ bridge coordinating with Digital Support and Implementation teams, Sales and Product Management to ensure customer issues are resolved as quickly and as comprehensively as possible and always with a ‘white glove’ methodology
Take the lead with customers to understand ‘what else’ can be achieved in shorter and longer term strategies.
Coordinate and target customer feedback engagement sessions or via online forms - customer dependent – to collate and present common themes as well as highlighting ‘game-changing’ enhancements with repeatable and scalable revenue value
Drive customer references through successful engagements and activities
Responsible for timely, complete, and accurate input and management of customer activity to management.
Collaborate with all intercompany teams as required to provide customer success and support escalations
Responsible for identifying upsell opportunities from customer related activities and passing through to the responsible Sales lead in a timely fashion to capitalize on success
Responsible for measuring and providing customer with committed value/ROI/proposed outcomes
Responsible for driving escalations and issues to resolution
Responsible for GDS aspects of the customer contract renewal to support the overall Sales owner of the customer account
Minimum of 4 years of customer facing in and to large, complex services based organizations
Strong Machine Learning, Analytics, Workflow, ECM and Cloud platform domain knowledge and associated market vertical and technology experience.
Candidates must have a strong background and knowledge of digital strategy and transformation activities and solutions including SaaS, machine learning capability and technology, analytics, cloud storage, information governance, electronic content management, business process / workflow enablement and outsourcing, document and information capture.
Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:
Banking/Financial Services including Insurance
Media & Entertainment
Excellent communication, teaming and presentation skills.
Strong business acumen and account planning skills.
Minimum of four-year college degree.
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.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE