Senior Customer Success Manager

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’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll 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’t wait to hear about YOU.

Senior Customer Success Manager

Iron Mountain is seeking a Sr Digital Customer Success Manager to join our Professional Services team. The Professional Services team is a critical part of our customer technology driven solutions, providing technology and software-as-a-service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities.

The Sr Digital Customer Success Manager role is responsible for the successful continuation of the GDS solution portfolio and nurturing customer’s digital transformation path while feeding into their digital strategy throughout their partnership with Iron Mountain.

Responsibilities:

• Responsible for driving escalations and issues to resolution to management
• Direct line of communication and ‘face of Iron Mountain’ to customers
• Develop and execute strategies and plans to drive adoption, customer retention, and expansion
• Collaborate with all intercompany teams as required to provide customer success and support escalations
• Utilize and direct customer journey mappings to effectively track and monitor a customers success
• Assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders.
• Responsible for measuring and providing customer with committed value/ROI/proposed outcomes
• Responsible for timely, complete, and accurate input and management of customer activity to management.
• Conduct regular engagement sessions with the customer to assess product functionality, best practices, new product features and enhancements, and address any challenges.
• Drive customer engagement through usage, analyzing data to identify trends, patterns, new opportunities, and areas for improvement.
• Maintain a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required.
• Establishing strong customer relationships throughout the Implementation lifecycle that will further mature post-implementation

Required Qualifications:

• Proven experience in an account management role, strong project management skills, and a strategic thinking and problem-solving mindset
• Familiarity with CSP (customer success platform) software and customer success tools
• Ability to communicate professionally to senior-level roles, both internal and external
• Minimum of four-year college degree.
• Candidates must have a strong background and knowledge of digital strategy and transformation activities and solutions including SaaS, machine learning capability and technology, analytics, cloud storage, information governance, electronic content management, business process / workflow enablement and outsourcing, document and information capture.
• Government/Public Sector
• Proactively identify and mitigate risks to prevent churn or customer dissatisfaction
• Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:
• Legal
• Strong analytical background, specifically focused on customer success performance metrics
• Energy
• Media & Entertainment
• Excellent communication, teaming and presentation skills.
• Ability to handle challenging customer situations with a empathy, professionalism and patience
• Customer success experience, with a focus on Enterprise and Mid-Market companies in complex services based organizations
• Life Sciences/Pharma
• Banking/Financial Services including Insurance

Travel Requirements:

< 5 % travel

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

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Reasonably expected salary range: $73,800.00 - $98,500.00

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 [email protected]. 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: J0063200