Customer Success Specialist

Job Summary

The Customer Success Specialist (CSS) is responsible for supporting the Customer Success Managers and Global Account Managers in managing the relationships and growth for Iron Mountain’s GlSV & Enterprise 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

Overall Key Accountabilities

• Create, develop and maintain strong internal and external relationships
• Day to day support and escalation management
• Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions
• Customer specific awareness and dedicated support
• Awareness of customer bespoke processes, providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues
• Proactively identify initiatives and look to create efficiencies through regular customer process reviews
• Key stakeholder management – Internal and External – allowing for effective communication
• Input information and attend Monthly/Quarterly customer service/business reviews with key stakeholders as requested by the CSM/GAM
• Invoice analysis, review of customer spend and ensuring accurate customer billing information
• Identify opportunities for self-serve and other IM products in line with customer needs
• Support in customer training of online self-serve tools and education of IM products
• Lead and support account restructures
• Dedicated customer onboarding support as needed
• Liaising with the wider customer support teams to ensure the resolution of customer queries in a timely and professional manner.
• To promote a ‘customer first’ approach to all activities carried out.
• Promote the Iron Mountain brand and value proposition
• To carry out other duties deemed necessary by Iron Mountain management within the wider function.
• Product Training - using your knowledge to train your colleagues on products, processes and procedures
• Subject Matter Expert - using your experience and knowledge on all products and processes
• Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where required
• Effective case management in adherence with agreed SLA’s

General Accountabilities

• Develop and maintain an in-depth knowledge of relevant IM process and procedures
• Liaise closely with Account Management, operations, customer care, leadership and other Iron Mountain functions
• Actively seek new ways to help improve customer process and propose changes to improve the quality of service delivered and reduce costs
• Builds and maintains close internal and external relationships
• Complete all work to a high quality and exceed levels of customer satisfaction
• Ability to work shifts needed to support customer and business needs.
• No direct leadership responsibility but may provide subject matter expertise
• Makes decisions within established guidelines
• Ensure that customer requirements are resolved in accordance with SLA and performance metrics

Key Behaviours

• A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues, able to adapt to change and flexible in approach. Have pride in personal appearance / image, and seek to be professional in all dealings with colleagues and customers
• Promote Inclusion and Teamwork - A team player who shows respect for customers and colleagues at all times, pragmatic in approach and able to demonstrate good work ethics during all interactions in a fair and consistent manner
• Act with Integrity - A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity
• Take Ownership - Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution
• Build Customer Value - Must have the tenacity and confidence to challenge the current thinking or trends to influence the success of the team whilst ensuring the customer is at the heart of everything we do
• Own Safety and Security – Protect ourselves and each other from harm and secure our customer’s assets as if they were our own.

Category: Customer Support