Iron Mountain Retention Specialist in Santa Fe, New Mexico
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 Loyalty Specialist is a phone-based role that grows assigned and unassigned Iron Mountain customers' Revenue over previous year. Iron Mountain offers an amazing opportunity for you to engage with our customer base and sell a physical solution for their business needs. The focus is on loyalty, retention, and providing solutions to meet customer needs while uncovering and selling new opportunities for revenue growth quota attainment.
Negotiate and agree on future contract terms between IRM and the customer. Address and resolve any issues identified by the customer.
Approach customers consultatively and systematically to understand the organizational business objectives and goals. Leverage this knowledge to educate on Iron Mountain value and locate opportunities to increase Iron Mountain revenue over prior year.
Quickly gain knowledge of IRM product offerings through online courses and self-study
Partner with customer service and operations to ensure a satisfactory customer experience
Partner with SMB sales team to assist with renewals
Lead problem resolution within established guidelines by effectively communicating with other departments and the customer
Work closely with customers to identify the root cause of their issues and do what is possible, within the given guidelines, to resolve and retain customers
Resell customer on the reasons why they have an established relationship with IRM currently, reinforce the value of IRM service and the impact of leaving IRM on the security and compliance to their Information Management program
Ability to effectively plan and manage multiple customer accounts
Ability to partner, influence and negotiate
Build internal/external relationships through exceptional problem solving skills and consistent follow through
Demonstrate proficiency with MS Office and Salesforce.com systems
Determine account status to build the best solution for the customer by researching current services, current pricing, open AR, any other issues the customer has identified
Excellent organization skills and attention to detail
Excellent written, oral and presentation skills
General business acumen and ability to quickly understand IM’s solutions
Strong interpersonal skills, ability to partner, influence and negotiate
Experience in Customer Service
US: Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.
CAN: Iron Mountain Canada Corporation (“Iron Mountain”) is an equal opportunity employer and employs qualified individuals based upon job-related qualifications regardless of race, religion, colour, sex, national origin, age, disability, sexual orientation, or any other status protected under applicable provincial, federal, or local law.
Ontario: Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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