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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Implementation Specialist is a critical role responsible for guiding customers through a seamless and successful project implementation.This role in partnership with Sales, Operations and the customer is responsible for the planning, monitoring, execution, and successful transition of the customer’s services to the appropriate account support team at project completion. The Onboarding Specialist acts as the primary point of contact for customers during the project implementation, ensuring they feel valued, understand the product's value proposition, and achieve their desired outcomes.
Essential Job Functions
Project Management
Overall project owner who coordinates between all internal and external stakeholders and tracks all progress, reporting and oversight.
Manages kickoff meetings, weekly status reports/meetings, meeting notes, tracking files and customer facing dashboards.
Leads both internal and external meetings to drive timely and open communications and reporting for a successful project.
Responsible for understanding customer needs to validate the accurate account set up including but not limited to division/department, data entry, invoice reports, purchase orders, etc. that will drive time to the first invoice.
Validates the first few invoice cycles are accurate, so that any customer issues regarding their invoice are addressed promptly.
This position will require an individual that excels in time management, organization and data
Training and Education:
Deliver comprehensive product training, through online resources, ensuring clients understand key features and functionality.
Leverage materials, user guides, and other resources to facilitate self-service learning.
Stay abreast of product updates and enhancements to ensure clients are maximizing their investment.
Customer Experience
Responsible for building the first impression Customer relationship
Continuous improvement of the customer experience to build more loyalty amongst our customers.
Active listening with our customers to understand their needs and determine ways to solve them.
Being empathetic with customers when solving their problems to understand how they are feeling.
Pivoting to new challenges and being able to adjust as necessary to provide a consistent and positive experience.
Key Skills, Requirements and Competencies:
2 + years in a customer facing role with proven internal/external written and verbal communication, interpersonal and analytical skills.
Ability to multitask and prioritize issues.
Ability to work independently and as part of a team
Excellent customer service and organizational skills.
Must be detail-oriented.
Must be proficient with Excel, GSuite,SKP, O’Neil
Knowledge of Smartsheet is preferred