Customer Excellence Associate

11 Minutes ago • 2 Years +

Customer Service

Job Description

Iron Mountain is seeking a motivated Customer Excellence Associate to join their Customer Excellence team. This role involves providing end-to-end support for service, billing, and issue resolution queries, ensuring professional, helpful, and empathetic service. Key responsibilities include driving customer retention, managing queries with a first contact resolution focus, collaborating with commercial and operations teams on financial alignment and billing disputes, and ensuring operational and service excellence by maintaining accurate records and adhering to company policies.

Must Have:

2+ years of experience in a Service-to-Sales, Customer Success, or Account Management domain
Strong knowledge of Customer Relationship Management (CRM) systems (e.g., Salesforce), Enterprise Resource Planning (ERP) systems (e.g., Oracle), and foundational accounting/billing principles
Proven ability in strong analytical and problem-solving skills, excellent phone handling skills, and effective written communication
A Basic College degree and proficiency in French, graded as C1/C2

Perks:

Hybrid working model
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, including expected training on Service Soft Skills, Applications like Salesforce and Oracle, and deep Subject Matter Expert (SME) knowledge

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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.

Iron Mountain is seeking a motivated Customer Excellence Associate to join our Customer Excellence team. In this role, you will be responsible for providing end-to-end support for all service, billing, and issue resolution queries, ensuring you deliver professional, helpful, and empathetic service through first-class customer communication.

What You'll Do

In this role, you will:

1. Drive Customer Retention and Query Management - Act as the first point of contact to support and manage the post-sales customer lifecycle, proactively engaging with customers to understand their needs, and implementing targeted retention strategies to prevent churn. This includes utilizing active listening skills to resolve issues with a first contact resolution focus.

2. Collaborate on Financial and Cross-Functional Alignment - Work closely with commercial, operations, and other Customer Excellence teams to ensure alignment on billing information, address client billing disputes, and resolve discrepancies by investigating and reconciling invoices, purchase orders, contracts, and service agreements.

3. Ensure Operational and Service Excellence - Maintain accurate records of customer interactions and retention efforts in a Customer Relationship Management (CRM) system, meet or exceed agreed performance metrics, and ensure adherence to company's retention Standard Operating Procedures (SOPs) and compliance with organizational policies.

What You'll Bring

The ideal candidate will have:

2+ years of experience in a Service-to-Sales, Customer Success, or Account Management domain, with a proven history of meeting or exceeding targets.
Strong knowledge of Customer Relationship Management (CRM) systems (e.g., Salesforce), Enterprise Resource Planning (ERP) systems (e.g., Oracle), and foundational accounting/billing principles.
Proven ability in strong analytical and problem-solving skills to identify root causes of disputes, excellent phone handling skills, and effective written communication.
A Basic College degree and proficiency in French, graded as C1/C2.

What We Offer

Location: Hybrid working model.
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, including expected training on Service Soft Skills, Applications like Salesforce and Oracle, and deep Subject Matter Expert (SME) knowledge.

Category: Customer Support

Who We Are

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 here.

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 Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.