Job Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. Thats why we need smart, committed people to join us. Whether youre 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.Customer Success Manager
Job Summary: The Customer Success Manager (CSM) role is a key member of the Iron Mountain Field Sales team for 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. The CSM should be skilled in understanding customer business needs, creating solutions using Iron Mountains services, documenting and presenting solutions, and identifying strategic client opportunities. The CSM must be able to demonstrate success in servicing enterprise-level clients and providing high-quality client solutions to senior-level executives.
Relationship Management:
Build and maintain 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, tactical communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customers organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
Business Opportunity:
Assess assigned customers current and potential needs, brainstorm with Field Sales in 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 IRMs total solution offerings for clients through their relationship and customer support.
Research of account status to prepare for contract negotiations. Responsible for assisting in the Renewal and executing on the Renewal process when needed.
Support Field Sales on administrative matters.
Commercial Audits:
Assist Commercial in managing commercial audits
Seeking resources , inputs and approved information from relevant stakeholders
Updating assigned commercial audit templates
Provision of approved supporting documents to customers
Push back any challenges related or harmful to the business or organization
Conduct site visits (related to audit)
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 the issue.
Execute customers ad-hoc and scheduled reports 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.
Defining possible solutions to customer issues to lead to retention.
Lead the communication related to customer issues.
Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.
Stay informed of trends and changes in the Records/Information/Data Protection Industry.
Develops and records individual performance goals and objectives.
Maintain working partnership with Markets, Area and Corporate teams.
Ensure meeting the Net Promoter Score, Customer Satisfaction (CSAT) and CES (Customer Effort Score) set forth by the organization
Onboarding Ownership
Owners to the Onboarding process
Cross check completion of documents submitted
Cross check input completion of documents submitted
Escalation to the rightful stakeholders in the Onboarding process.
Uploads into relevant systems
Managing Account Health (NEW) - Kick-start in 2022
Ensure inactive accounts are close completely
Ensure accounts with inventory in it are billed accurately
Ensure entities under the same Group, are grouped together accurately
Other Matters
Supporting Leadership in ProjectsCategory: Sales

Iron Mountain