[Hiring] Customer Success Manager @Iron Mountain

Role Description

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:

• Develop and Maintain Relationships: 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: Partner 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: Research escalated service and billing issues, execute ad-hoc requests (like reports or audits) in accordance with service level agreements, and ensure adherence to Federal, State, and Local laws, as well as Iron Mountain policies.

Qualifications

• 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.

Benefits

• Competitive compensation and benefits aligned with the experience.
• Flexible work options/alternative work options to support work–life balance.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

Company Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. 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.