At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you\xe2\x80\x99ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you\xe2\x80\x99ll be part of a global workforce that embraces the differences among us. And here, we\xe2\x80\x99ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can\xe2\x80\x99t wait to hear about YOU. 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. Key Responsibilities:

• Understand the customer\xe2\x80\x99s business model and decision-making channels; build and maintain customer relationships with key decision makers to understand business objectives and enable customer satisfaction
• Support the Business Development Executive (BDE) in selling and renewal activities by identifying gaps in the current contract and service levels and understanding customer needs in order to successfully renew and up/ cross-sell the contract
• Ensure acceptable client outcomes across several dimensions, including pricing, profitability, liability, and compliance
• Manage escalated service and billing issues to ensure all appropriate actions by other parties are taken to resolve issues and support positive client experiences
• Serve as a liaison between IRM and the customer across interaction points including pricing, billing, and invoicing requirements

Qualifications:

• 3-5 years experience in similar role
• Strong work ethic, disciplined, resilient, self-starter, and coachable
• Strong operational and organizational skills
• Good communicator (verbal and listening), balanced temperament, problem solving skills, and high emotional intelligence.
• Basic understanding of the customer lifecycle, especially cross-/up-sell, renewals, and issue resolution (knowledge gained through structured onboarding program or prior customer success experience)
• Ability to understand customers\xe2\x80\x99 service needs and develop and execute customer plans in line with the sale organization\xe2\x80\x99s objectives
• Analytical skills to use data and reporting dashboards to understand client opportunities, solve strategic challenges, and drive profitable growth
• Ability to interact with all levels within the sales organization, as well as, across horizontal and vertical levels within a customer\xe2\x80\x99 organization

Category: Sales Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. 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 Requisition: J0054681