Customer Success Manager

Role Overview

• 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.

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.

Benefits

• Health insurance
• Retirement plans
• Flexible work arrangements
• Professional development