Customer Success Manager
Alexandria, AUS
The Job
Global Industries Accounts (GIA): Iron Mountain’s Global Industries Accounts represents a select group of Iron Mountain’s largest high-profile, growth orientated, and influential customers. These customers have a global presence and require a specialized, best-in-class level of service and attentiveness due to the nature and complexity of the business.
The GIA organisation is to sharpen customer focus and act as a strategic partner to our customers as their digital and business needs evolve. The GIA team is responsible for managing and overseeing Iron Mountain’s top-tier customers and overseeing relationships to the next level. The GIA team will understand customer priorities and objectives, then plan and deliver relevant aligning solutions, while also ensuring that we are delivering best in class, white-glove service.
TheCustomer Success Manageris responsible for supporting the GI Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The ideal candidate will possess both a sales and operational background that enables them to successfully build and maintain relationships, advise customers, develop innovative programs, and expand across new business units on a global scale.
The Responsibilities
GI Team Support and Partnership:
Support the Global Industries team to drive business, customer loyalty, and retention, on a global scale
Collaborate in the development and execution of Global Account strategies
Collaborate cross-functionally within all levels of the organisation and advocate for external and internal teams
Assist the Global Account Managers and Managing Directors, as required
Identify and uncover new opportunities through established relationships
Day to day support, escalation, issue resolution, reporting
Customer Relationship:
Build and maintain strong relationships with customer key contacts, lead recurring calls to keep customers informed of key items/issues
Ability to navigate and interact internally/externally, on a global level
Identifies and support new opportunities (cross-sell and up sell); RFPs, SOWs, etc.
Strengthen and maintain relationships with internal/external customers to provide best in class service, ensure the customer experience is optimal by all means necessary
Customer Strategy and Support:
Update and maintain customer and prospect information, keep informed of innovative new products, competitive landscape and trends
Break into new lines of business groups within the defined GIs
Understand customer needs and requirements, lead and oversee small to medium sized projects
Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions, incidents, etc.
Accountable for managing bad debt
Assists with contract negotiations, and operations
Execute and implement price increases
Ensure that customer agreements and contracts are upheld and executed correctly, including SLAs and other specialized processes
Support key account selling activities including detailed responses to RFP’s, tracking activity in SFDC and forecasting
Assist with creating and delivering QBRs
Consistently overachieve targets through a customer-centric approach
The Person
Bachelor’s Degree or equivalent experience
8+ years experience managing large, complex customer relationships
Experience working with customers on a global level
Understanding of Iron Mountain’s organisational structure and hierarchy, on a global scale
Strong understanding of Iron Mountains product and services
Strong customer service and engagement experience
Strong phone presence and comfortable initiating conversations
Self-starter and proactive problem solver
Ability to work in a dynamic fast-paced environment
Strong interpersonal skills
Willing to work independently
Team Player
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 .
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 and for a look at our principles and aspirations in elevating the power of our work together.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement,
Requisition: J0087056
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.
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