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.

Key Responsibilities:

On boarding of New Customers: Customer Accreditation Process – Supports in processing and satisfying customer requirement to get the organization accredited as a local vendor / partner to enable sales to eligibly transact with prospective customers.CSMs help new customers get them started by assisting them on all documentation requirements to comply with our internal processes to support after sales service.

Relationship management:CSMs build strong relationships as the primary point of contact to address customer concerns and serve as a trusted advisor, understanding their needs and goals, and proactively addressing any issues or concerns they may have.Conduct compliance assessments, identify risks and perform root cause analysis and lead action in directing internal and external teams in issue resolution/corrective actionsResponsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue.

Customer success planning: CSMs works in tandem to support all regional and local marketing initiatives to ensure that all leads generated through marketing activities are track, responded and qualified prior to handover to the right sellers for sales advancement.Upselling and cross-selling: CSMs identify opportunities to upsell and cross-sell additional products or services to existing customers via coordination with marketing during lead generation.Customer feedback and advocacy: CSMs gather customer feedback and insights to improve product or service offerings and help customers become advocates for the company by sharing their positive experiences with others.Metrics and reporting: CSMs track and report on key metrics particularly on lead generations, webinars, web inquiries and or customer phone in to measure the success of the customer success program.Collaboration with internal teams: CSMs work closely with sales, marketing, customer care and support teams to ensure a seamless customer experience and drive customer success.Support Bid Process: Prepares bid documents by ensuring completeness of eligibility and technical responses in coordination with the commercial seller.  Procure bid docs and necessary insurance coverage required to participate in the bid process.Contract Renewals and Negotiations: Responsible for the contract renewal initiatives to ensure business continuance with existing customers.The Customer Success Manager (CSM) partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract.

Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts.

Responsible for final account profitability through leading negotiation process and ensuring an acceptable on time outcome from a pricing, profitability, liability, operational, and SLA perspective for accounts. Responsible for identifying areas of opportunity, securing resources and driving sales process to assist in scoping and pricing for special projects within assigned accounts.

Customer Site Tour Coordination:Execute customer ad-hoc requests such as reports, audits, and tours working 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

Qualifications:

2-4 years sales or customer service experience, with exposure to mid to large sized accounts, and a proven record of consistent accomplishment.Highly motivated and organized person, work well with people from both ends (internal and external) performing voice, remote on-line meetings and/or customer facing activities.Proven history of establishing and developing strong partnerships with prospects and customers.Experience as a lead for accounts, managing relationships with all levels in an organization.Experience working across all levels of a highly matrixed global organization.Understands Basic Contracts Terms and Conditions (T&C’s), Service Level Agreements (SLA’s), & P&LProficient with Excel, Word and other related Systems

Category: Sales