Customer Success Manager

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.

• Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
• Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with Leadership to ensure Iron Mountain service quality
• Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners

• Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers
• Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
• Provides timely feedback to the company regarding service failures or customer concerns
• Key participant in major incident process
• Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
• Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional
• Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests
• Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic.
• Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
• Provide escalated second level support of our customers

Job Requirements:

• Bachelor’s Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery
• Excellent customer facing skills and a desire to drive high customer satisfaction
• Process oriented with the ability to effectively multi-task in a very fast paced environment
• Attention to detail and strong administrative capabilities
• Comprehend equipment specifications, contract terms and conditions and statements of work
• Solid skills utilizing Google  Microsoft Office products
• Ability to thrive and be successful in an ever changing work environment
• Strong work ethic and a positive approach to the job