Customer Success 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 Success Associate

Iron Mountain is seeking a Customer Success Associate to join our Digital Customer Success team. The CSA is a customer-centric position responsible for helping deliver high-quality customer service and success management through a round-robin assignment model. This position is responsible for ensuring each customer receives timely and personalized support, and plays a key part in maintaining customer satisfaction, retention, and loyalty by being responsive and knowledgeable.

Responsibilities:

• Manage a rotating queue of customer accounts
• Address customer inquiries, concerns, and escalations in a timely and professional manner
• Collaborate with near-shore, in-region Customer Success Managers, Professional Services, Support, Product, and Sales teams to resolve customer issues and provide timely communication
• Maintain customer data including but not limited to customer interactions, renewal dates, annual recurring revenue, and customer health risks and all other updates within CSP (Customer Success Platform)
• Participate in team meetings and contribute to continuous improvement by sharing customer insights, process improvements, and collaborating with CSMs to identify opportunities for improving the customer experience
• Assist Customer Success Managers in ongoing customer account activities, account data management, and providing day-to-day operational support across a variety of touchpoints to help ensure a seamless and consistent customer experience

Required Qualifications:

• Strong communication skills in English, both written and verbal
• Self-motivated with the ability to work independently and manage time efficiently across multiple customer requests
• Disciplined in following processes, procedures and adhering to guidelines and expectations
• Ability to identify potential risks and mitigate customer challenges through timely communication and follow-up
• Familiarity with Customer Success Platforms (CSP) and other customer success management tools to streamline operations and improve outcomes.
• Demonstrated competency with common technology and technical concepts, including but not limited to Google Suite, CSP, Salesforce, Jira

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Sales