Senior Executive - Customer Support

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre 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 225000 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 story while evolving your skills in a culture that will welcome your unique contributions If so lets start the conversation.

Summary:

The Customer Success Manager (CSM) plays a critical role within Iron Mountains National and Vertical Sales team for North America. Supporting all service lines the CSM partners with Directors and Business Development Executives (BDEs) to deliver outstanding customer service drive retention and identify growth opportunities within strategic and vertical accounts.

Key Responsibilities:

Relationship Management:

• Develop and maintain strong relationships with key customer stakeholders to understand their business objectives and align Iron Mountain solutions accordingly.
  

• Collaborate with customers on strategic planning service expectations and training including establishing QBR/FBR processes.
  

• Ensure consistent communication to enhance customer satisfaction and keep clients informed about relevant industry trends.
  

• Identify and engage additional decision-makers using SFDC and research tools.
  

• Support the sales team with proposals SOWs pricing models and account planning.
  

Business Opportunity Development:

• Focus on low-share-of-wallet accounts to unlock new growth opportunities.
  

• Evaluate customer needs and match them with relevant Iron Mountain solutions.
  

• Develop strategies and business plans based on a thorough understanding of client business models and value propositions.
  

• Help position Iron Mountains value proposition effectively working with the sales team to promote total solution offerings.
  

• Assist in preparing for contract negotiations and renewal processes.
  

• Stay informed on competitive dynamics impacting assigned accounts.
  

Contract Renewals & Negotiations:

• Collaborate with BDEs to manage contract renewals and RFPs by identifying service gaps and customer requirements.
  

• Participate in pricing and SLA discussions to support retention strategies.
  

• Analyze customer service usage and propose pricing or structural changes where appropriate.
  

• Identify at-risk accounts and work with internal teams to develop strategies for retention.
  

Customer Experience & Escalations:

• Investigate and resolve escalated service or billing issues by coordinating with appropriate internal teams.
  

• Partner with internal stakeholders (e.g. Sales Support Customer Care Field Operations) to fulfill ad-hoc customer requests such as audits reports or site visits.
  

• Lead initiatives to retain at-risk accounts by identifying pain points and recommending effective solutions.
  

• Ensure all customer interactions and actions comply with applicable laws regulations and company policies.
  

• Stay informed about industry trends compliance requirements and Iron Mountains evolving service offerings.
  

• Work closely with Market Area and Corporate teams to ensure alignment on customer strategy and execution.
  

• Collaborate with Collections and other critical functions to resolve outstanding issues impacting customer satisfaction.

Qualifications:

• Strong business acumen with a comprehensive understanding of Iron Mountains services and competitive landscape.
  

• Proven ability to manage complex client relationships and support cross-functional teams.
  

• Experience in service delivery customer success account management or consultative sales is preferred.
  

• Familiarity with CRM tools like Salesforce (SFDC) and standard business productivity tools.
  

• Excellent communication negotiation and problem-solving skills.