Customer Success Manager

3 weeks ago

Shah Alam, Malaysia Iron Mountain Full time

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.

Customer Success Manager

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’s 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.

Relationship Management:

● Build and maintain customer relationships to understand the organizational business objectives and goals. Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).

● Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.

Business Opportunity:

● Assess assigned customer’s current and potential needs, brainstorm with Field Sales in determining appropriate Iron Mountain products and solutions.

● Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.

● Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.

● Research of account status to prepare for contract negotiations. Responsible for assisting in the Renewal and executing on the Renewal process when needed.

● Support Field Sales on administrative matters.

Commercial Audits:

● Assist Commercial in managing commercial audits

○ Seeking resources , inputs and approved information from relevant stakeholders

○ Updating assigned commercial audit templates

○ Provision of approved supporting documents to customers

○ Push back any challenges related or harmful to the business or organization

○ Conduct site visits (related to audit)

Customer Experience and Escalations:

● Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve the issue.

● Execute customer’s ad-hoc and scheduled reports 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.

● Defining possible solutions to customer issues to lead to retention.

● Lead the communication related to customer issues.

● Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.

● Stay informed of trends and changes in the Records/Information/Data Protection Industry.

● Develops and records individual performance goals and objectives.

● Maintain working partnership with Markets, Area and Corporate teams.

● Ensure meeting the Net Promoter Score, Customer Satisfaction (CSAT) and CES (Customer Effort Score) set forth by the organization

Onboarding Ownership

● Owners to the Onboarding process

● Cross check completion of documents submitted

● Cross check input completion of documents submitted

● Escalation to the rightful stakeholders in the Onboarding process.

● Uploads into relevant systems

Managing Account Health (NEW) - Kick-start in 2022

● Ensure inactive accounts are close completely

● Ensure accounts with inventory in it are billed accurately

● Ensure entities under the same Group, are grouped together accurately

Other Matters

● Supporting Leadership in Projects

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

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: J0077377

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