Customer Integration Specialist

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.

Summary:

The Integration Specialist plays a critical role in seamlessly transitioning newly acquired customers into our business. This position focuses on executing a standardized integration process to ensure a smooth and efficient transition while maintaining exceptional customer satisfaction. The Integration Specialist acts as a bridge between the acquired customers and our internal teams, providing initial support, addressing questions, and ensuring a consistent experience throughout the transition period

Responsibilities:

• Process Execution:

• Follow established integration playbooks and procedures to guide newly acquired customers through the transition process.

• Utilize automation tools and systems to streamline tasks and maintain high throughput.

• Track and document customer progress, ensuring timely completion of integration milestones and promptly escalating any issues.  

• Client Communication:

• Deliver clear, consistent communication to customers, setting expectations and addressing questions throughout the transition. 

• Utilize email templates, scripts, and other resources to maintain consistency and efficiency in communication.

• Escalate complex inquiries or concerns to senior specialists or relevant departments as needed.

• Problem Solving and Resolution: 

  • Analyze and address customer challenges during the transition process by identifying root causes and implementing effective solutions. 

  • Proactively anticipate potential issues, troubleshoot complex problems, and collaborate with internal teams to resolve them promptly while minimizing customer impact.

  • Ability to think outside the box and be flexible to accommodate unique customer situations.

• Basic Training and Support:

• Provide initial product or service orientation tailored to the needs of acquired customers, using standardized materials.

• Offer basic troubleshooting assistance and direct clients to self-service resources where appropriate.

• Troubleshoot technical issues and provide solutions in a timely and effective manner.

• Escalate complex problems to appropriate internal teams, ensuring timely resolution and minimizing client disruption.

• Data Entry and Verification:

• Accurately input and verify acquired client data in CRM systems and onboarding platforms.

• Ensure data integrity and consistency across all systems, minimizing errors and ensuring accurate reporting.

• Collaboration:

• Partner with internal teams, including sales, product, and operations, to ensure a cohesive integration experience.  

• Share feedback and best practices to continuously improve the integration process.

• Service 2 Retention

  • Foster strong relationships with acquired customers to enhance retention and identify cross-sell and upsell opportunities. 

  • Leverage user guides, product resources, and communication tools to empower customer self-service and engagement.  

  • Stay informed about company offerings, ensuring customers are aware of all relevant products and services that add value.  

  • Make Iron Mountain product and service offerings to customers via phone, chat, email by way of our cross-sell and upsell process, tracking leads as appropriate.

Qualifications:

• Education: High school diploma or equivalent required, some college preferred.

• Experience: 1+ years of experience in a customer service or support role, preferably in a high-volume environment.

• Skills:

• Excellent communication and interpersonal skills, both written and verbal

• Strong organizational, problem solving and time management skills

• Ability to follow established processes and procedures with a high level of accuracy.  

• Comfort with technology and ability to learn new software quickly

• Customer-centric mindset with a focus on delivering positive experiences

• Other:

• Experience with CRM systems and ticketing platforms

• Familiarity with B2B products or services

• Ability to work independently and in a team environment

This role is an excellent opportunity to make a meaningful impact by ensuring newly acquired customers experience a seamless transition, setting the stage for long-term success and satisfaction.