Customer Excellence Associate

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.

Customer Relationship Management - Retention

• Acts as the first point of contact to identify potential new customers and/or potential new products and services to existing customers (leads) through any interaction with customers.
• Supports and manages the post-sales customer lifecycle. This includes ongoing assistance, customer renewals, product improvements, and up- and cross-selling to maintain customer loyalty and satisfaction.
• Facilitates a smooth customer onboarding process, ensuring an easy introduction for the Customer from the outset.
• Train customers so they can optimize their activities using the product.
• Proactively engage with customers to understand their needs and concerns.
• Identify at-risk customers and implement targeted retention strategies to prevent churn.
• Analyze customer data and feedback to identify trends, pain points, and opportunities for improvement.
• Collaborate with sales, customer service, and other cross-functional teams to streamline processes and align retention initiatives with overall business objectives.
• Address and resolve customer issues in a timely and professional manner.
• Promote and educate customers on the value of the company's products and services.
• Maintain accurate records of customer interactions and retention efforts in a CRM system.

Query Management

• Provide tailored responses to meet our customers' needs throughout their relationship - constantly delivering added value through focused customer outcomes.
• Using your active listening skills to understand and support customers so that their needs are understood - and service standards are excelled
• Working with a first contact resolution focus when handling any customer contact by working to resolve through basis for action ownership and inform the senior team on time for timely prevention and intervention to avoid such escalations
• Develop a deep knowledge of our clients' needs (physical and digital) and drive a digital-first culture within the team.

Billing Operations

• Generate when necessary, review, and issue accurate invoices to clients according to contractual terms and company policies.
• Work closely with commercial, operations, and other customer excellence teams to maintain alignment on billing information and resolve discrepancies.
• Serve as the primary point of contact for clients regarding billing disputes, providing clear and professional communication to address inquiries and issues in a timely fashion.
• Prepares daily, monthly, and other periodic billing summary reports and financial statements. Maintains, monitors, and analyzes account records.
• Conduct regular audits of billing data to ensure accuracy and compliance.

Data Analysis and Reconciliation

• Make effective use of rate calculations using provided tools to calculate discounts that are in adherence to the company’s retentions SOPs
• Conduct regular analysis and reconciliation of billing data to ensure accuracy and completeness. Investigate billing discrepancies by reconciling invoices, purchase orders, contracts, and service agreements when necessary.
• Investigate and reconcile discrepancies in invoices, purchase orders, and service agreements.
• Identify common disputes, billing issues, customer service trends and contribute to initiatives to streamline processes, reduce error rates, and improve customer satisfaction.

Performance Management

• Meet and exceed the agreed performance metrics as defined and assigned
• Monitor secondary performance metrics to ensure they are met and support the primary performance metrics

Learning & Development

• Ensure to take advantage of all process and soft-skills-related training initiatives presented occasionally.
• Ensure that you upskill yourself to be technically savvy and a subject matter expert.

Category: Customer Support