Job Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That\xe2\x80\x99s why we need smart, committed people to join us. Whether you\xe2\x80\x99re 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\xe2\x80\x8by 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 Mountain\xe2\x80\x99s 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:
\xe2\x97\x8f 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,).
\xe2\x97\x8f Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customer\xe2\x80\x99s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
Business Opportunity:
\xe2\x97\x8f Assess assigned customer\xe2\x80\x99s current and potential needs, brainstorm with Field Sales in determining appropriate Iron Mountain products and solutions.
\xe2\x97\x8f 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.
\xe2\x97\x8f Assists in the positioning of alternative ways of creating the real value of IRM\xe2\x80\x99s total solution offerings for clients through their relationship and customer support.
\xe2\x97\x8f Research of account status to prepare for contract negotiations. Responsible for assisting in the Renewal and executing on the Renewal process when needed.
\xe2\x97\x8f Support Field Sales on administrative matters.
Commercial Audits:
\xe2\x97\x8f Assist Commercial in managing commercial audits
\xe2\x97\x8b Seeking resources , inputs and approved information from relevant stakeholders
\xe2\x97\x8b Updating assigned commercial audit templates
\xe2\x97\x8b Provision of approved supporting documents to customers
\xe2\x97\x8b Push back any challenges related or harmful to the business or organization
\xe2\x97\x8b Conduct site visits (related to audit)
Customer Experience and Escalations:
\xe2\x97\x8f Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve the issue.
\xe2\x97\x8f Execute customer\xe2\x80\x99s 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.
\xe2\x97\x8f Defining possible solutions to customer issues to lead to retention.
\xe2\x97\x8f Lead the communication related to customer issues.
\xe2\x97\x8f Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.
\xe2\x97\x8f Stay informed of trends and changes in the Records/Information/Data Protection Industry.
\xe2\x97\x8f Develops and records individual performance goals and objectives.
\xe2\x97\x8f Maintain working partnership with Markets, Area and Corporate teams.
\xe2\x97\x8f Ensure meeting the Net Promoter Score, Customer Satisfaction (CSAT) and CES (Customer Effort Score) set forth by the organization
Onboarding Ownership
\xe2\x97\x8f Owners to the Onboarding process
\xe2\x97\x8f Cross check completion of documents submitted
\xe2\x97\x8f Cross check input completion of documents submitted
\xe2\x97\x8f Escalation to the rightful stakeholders in the Onboarding process.
\xe2\x97\x8f Uploads into relevant systems
Managing Account Health (NEW) - Kick-start in 2022
\xe2\x97\x8f Ensure inactive accounts are close completely
\xe2\x97\x8f Ensure accounts with inventory in it are billed accurately
\xe2\x97\x8f Ensure entities under the same Group, are grouped together accurately
Other Matters
\xe2\x97\x8f Supporting Leadership in ProjectsCategory: Sales

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