Supervisor Customer Integration support NA

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re 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.

Integration Supervisor PUMV (M&A) Onboarding 

Job Summary

There are reporting lines in this function,  the Implementation Supervisor manages teams. This is a remote Supervisor role in North America reporting to the M&A PUMV Manager .

Overseeing the daily operations of a multi-level team under their report within the Customer Excellence organization scope. This role focused on leadership responsibilities with hands-on operational tasks, focusing on resolving escalations, optimizing workflows, and delivering exceptional service. Also, this role ensures that all M&A PUMV  customer inquiries are resolved promptly, and team members across all levels are supported and guided to meet organizational objectives.

Lead direct reports under Customer Excellence organization including but not limited to manage escalations, optimize workflows, and ensure compliance with company policies and standards from onboarding, billing operations & inquiries, account reconciliation, and collections management to offboarding-related inquiries.

Essential Job Functions

• Customer Relationship Management

  • Acts as the escalation point for customer issues that cannot be resolved by the team members under their line of report, escalation point for complex customer inquiries and, ensuring timely and effective resolutions.

  • Supports and manages the post-sales customer lifecycle. This includes ongoing assistance, customer renewals, product improvements, and up- and cross-selling to maintain customer loyalty and satisfaction. 

  • Train customers and employees so they can optimize their activities using IRM products.

  • Build strong relationships with key customers to enhance satisfaction and retention.

  • Develop strategies to improve customer experience and address recurring challenges.

• Query Management

  • Provide tailored responses to meet our customers' needs throughout their relationship - constantly delivering added value through focused customer outcomes.

  • Using your active listening skills to understand and support customers so that their needs are understood - and service standards are excelled

  • Review credit notes within the designated Delegation of Authority, adjustments, and exceptions within the delegation of authority.

  • Collaborate with cross-functional teams to resolve discrepancies and streamline billing and collections processes.

  • Develop a deep knowledge of our clients' needs (physical and digital) and drive a digital-first culture within the team.

• Billing Operations

  • Partner effectively with commercial, operations, and customer excellence teams to ensure seamless alignment on billing details and swiftly resolve any discrepancies.

  • Prepares daily, monthly, and other periodic billing summary reports and financial statements. Maintains, monitors, and analyzes account records.

• Collections Management

  • Ability to identify issues causing delay in payment

  • Develop and implement tactical plans to improve customer payment within the company’s collections strategy

  • Independently manage a portfolio of accounts on a month over month basis to minimize bad debt and the overall delinquency rate to achieve target results set by Management 

  • Ensure proper notes are documented in Oracle pertaining to the calls and efforts made to collect and resolve issue 

  • When necessary escalate collection issues to Manager and/or Director 

  • Perform Collections Department projects as directed by management. 

• Leadership and Team Management

  • Manage and oversee the performance of team members under their leadership structure

  • Assign tasks and responsibilities, ensuring alignment with individual skill levels and team goals.

  • Provide mentorship, training, and professional development opportunities to team members.

• Performance Management

  • Analyze team workflows and performance metrics to identify bottlenecks and recommend improvements.

  • Meet and exceed the agreed performance metrics as defined and assigned

  • Prepare and present detailed performance and compliance reports to senior leadership.

  • Analyze performance metrics (e.g., invoice accuracy, dispute resolution time, team KPIs) and drive improvements.

  • Develop and implement standard operating procedures (SOPs) for billing and customer account management.

  • Identify common dispute trends and contribute to initiatives to streamline processes, reduce error rates, and improve customer satisfaction.

  • Implement and maintain SOPs to standardize processes across all levels.

  • Collaborate with cross-functional teams to enhance operational efficiency and resolve systemic issues

  • Take action to ensure performance levels are achieved and maintained accordingly

• Learning & Development

  • Ensure to take advantage of all process and soft-skills-related training initiatives presented occasionally.

  • Ensure that you upskill yourself to be technically savvy and a subject matter expert.

  • Prepare detailed performance reports for leadership, highlighting successes, challenges, and opportunities for improvement.

Key Skills, Requirements and Competencies:

• Proven customer facing experience, internal/external written and verbal communication, interpersonal and analytical skills.   

• Ability to multitask and prioritize issues.   

• Excellent customer service and organizational skills.   

• Must be detail-oriented.   

• Must be proficient with Excel & GSuite

• Knowledge of  Smartsheet is preferred

• Previous Iron Mountain Operations and Billing experience a plus