Customer success representative

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.

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.

The CSR is responsible for building and maintaining strong relationships with our customers. The CSR will ensure that customers are achieving their desired outcomes and fully realizing the value of our products and services. This role requires a proactive approach to customer engagement, with a focus on driving customer satisfaction, retention and growth.

Key Responsibilities:

Relationship Management:

• Build and maintain deep, trusting customer relationships with key decision makers to understand the organizational business goals and objectives. Partner with them to execute a strategic account plan as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable).
• Maintain frequent customer communication to ensure a high level customer satisfaction and to keep customers educated on emerging industry trends. Regularly monitor customer CSAT scores dashboards and ensure all feedback is followed up within a timely manner.
• Proactively uncover additional contacts and key decision makers through the use of SFDC, ZoomInfo, Sales Navigator and company websites.
• Ensure customers are aware that self-service tools are available and continue to promote the advantages of using what is available today.

Cross-sell and Upsell Opportunity:

• Through proactive business review meetings, assess customer’s current and potential needs, positioning appropriate Iron Mountain products and solutions to help solve their problems.
• Achieve quarterly targets set on opportunity creation by uncovering areas for growth.
• Responsible for co-creating account plans with your sales partner which fully demonstrates the value Iron Mountain can provide in line with their company’s goals and objectives and unlocks opportunities for new product lines - RIM, DBU & ALM.
• Use of Iron Mountain systems (SKP, Salesforce, ONeills) to analyze data and identify opportunities for growth and demonstrate the value to customers of “acting now” and risks associated with “doing nothing” approach
• Understands Iron Mountain’s value proposition on ESG and actively promotes this go-to-market strategy when engaging key stakeholders
• Proactively promote marketing events to key decision makers to drive engagement levels

Contract Renewals and Negotiations:

• Proactively manage customer renewal strategies ensuring early engagement with key stakeholders to negate risk and identify any potential issues that could impact the renewal.
• Lead customer renewals in partnership with sellers, taking time to identify gaps in current contract in place and understanding future customer needs to successfully renew the contract.
• Negotiate pricing and SLA to drive customer retention and meet both Iron Mountain & customer needs.
• Communicate pricing programs, and contribute to RFP response.

Account Profitability:

• Responsible for final account profitability through leading annual pricing negotiations process. Ensuring an acceptable outcome on pricing, profitability, liability, operational, and SLA perspective for all accounts. Ensuring API targets are met.
• Demonstrate Iron Mountain’s value proposition when discussing annual price increases to ensure revenue management targets are reached.

Customer Retention:

• Utilise available tools to identify customers who may be at risk and implement a retention strategy to prevent customer churn.
• Ensure CSAT and NPS targets are met. Follow up on CSAT feedback within agreed SLA to maintain high levels of customer satisfaction.
• Identify alternative customer solutions where customers' needs are no longer being met.

Customer Liaison:

• Customer centricity mindset should be adopted in all interactions - internal and external
• Serve as a customer advocate within the company, communicating customer feedback and needs to internal teams (e.g., Product, Sales, Marketing) to drive continuous improvement.
• Work with the Center of Excellence (CoE) team to resolve any customer issues quickly and effectively.
• Ensure that customers receive timely responses and solutions to their problems.
• Serve as liaison between IRM and customer across pricing, billing, invoicing requirements
• Communicate / Coordinate with other internal teams as needed

Compliance/Team Support:

• Ensure compliance with Federal, State and Local laws, as well0 as, Iron Mountain policies and procedures.
• Stays informed of trends and changes in Records/Information/Data Protection Industry
• Timely and consistent communication with internal team members
• Update and coordinate with other departments to ensure that they are consistently implementing systems that support the customer’s requirements.
• Develops and records individual performance goals and objectives
• Other duties as assigned including assistance with special projects

Business Expertise:

• This role is required to have general business acumen and understand IM’s solution offerings and its competitive environment. This role requires a deep understanding of IM’s services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments

Functional Knowledge, Skills, and Competencies:

• Drive for Results: Consistently achieving results, even under tough circumstances.
• Thinks and Acts Strategically: The ability to come up with, and execute, effective customer plans in line with the sales organization's objectives.
• Demonstrates Curiosity: The ability to understand a potential customer’s context through effective questioning and listening
• Builds Customers Relationships: Understands the techniques required to develop, maintain and manage business relationships with clients and partner organizations in order to sell, implement and manage products/services and to identify new business opportunities.
• Demonstrates Business and Financial Acumen: Leverages available analytical data such as CRM, SFDC and social media sites; and demonstrates a keen understanding of economic, financial, market, and industry trends in order to drive profitable growth for clients and for Iron Mountain
• Positions Advantageously: Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties. Has a deep knowledge of customer's business, current macro- and microeconomic trends, industry trends, and potential new business opportunities. Understands and influences a wide range of customer stakeholders