Key Facts

Remote From:

Full time

English

Hard Skills

Customer Success Management Customer Retention Contract Management Customer Experience Improvement Escalation Management Strategic Partnership Regulatory Compliance Service Level Management Stakeholder Communications Industry Trend Analysis +5 more

Other Skills

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Relationship Management
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Business Acumen
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Communication
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Teamwork
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Organizational Skills
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Four-year college degree required.
Deep understanding of Iron Mountain’s services, programs, workflows, systems, and processes across all lines of business.
Proven ability in relationship management and persuasion, proactively uncovering additional contacts and key decision-makers.
Strong business acumen and knowledge of Iron Mountain’s solution offerings and the competitive environment.

Requirements:

Develop and Maintain Relationships to structure strategic partnerships with key customer decision-makers, understanding their organizational business objectives, and keeping them educated on emerging industry trends.
Lead Contract Strategy and Renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention.
Manage Customer Experience and Compliance by researching escalated service and billing issues, executing ad-hoc requests (like reports or audits) in accordance with service level agreements, and ensuring adherence to Federal, State, and Local laws, as well as Iron Mountain policies.

Iron Mountain

Information Technology & Services

About Iron Mountain

Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers. Iron Mountain’s solutions portfolio includes records management, data management, document management, data centers, art storage and logistics, and secure shredding help organizations to lower storage costs, comply with regulations, recover from disaster, and better use their information. Founded in 1951, Iron Mountain stores and protects billions of information assets, including critical business documents, electronic information, medical data and cultural and historical artifacts. Visit www.ironmountain.com for more information.

Company type: Large

Industry: Information Technology & Services

Founded: 2018

Company size: 10001

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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’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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Iron Mountain is seeking a motivated and experienced Customer Success Manager to join our National and Vertical Sales team.

In this role, you will be responsible for driving loyalty and retention, ensuring the delivery of quality services, and creating revenue growth either directly or indirectly within National/Vertical Sales accounts.

You will partner closely with Directors and Account Executives (AE) to support all service lines in North America.

What You'll Do

In this role, you will:

Develop and Maintain Relationships to structure strategic partnerships with key customer decision-makers, understanding their organizational business objectives, and keeping them educated on emerging industry trends.
Lead Contract Strategy and Renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention.
Manage Customer Experience and Compliance by researching escalated service and billing issues, executing ad-hoc requests (like reports or audits) in accordance with service level agreements, and ensuring adherence to Federal, State, and Local laws, as well as Iron Mountain policies.

What You’ll Bring

The ideal candidate will have:

Four-year college degree required.
Deep understanding of Iron Mountain’s (IM’s) services, programs, workflows, systems, and processes across all lines of business.
Proven ability in relationship management and persuasion, proactively uncovering additional contacts and key decision-makers.
Strong business acumen and knowledge of Iron Mountain’s solution offerings and the competitive environment.