Customer Success Manager
Iron Mountain Customer Success Manager Shah Alam , Malaysia Apply Now
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.
The Customer Success Manager (CSM) role is a key member of the Iron Mountain (IRM) Field Sales team for supporting all service lines. In partnership with the Directors and Business Development Executives (BDE), this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the BDEs in the Field Sales accounts. The CSM should be skilled in understanding customer business needs, creating solutions using Iron Mountain’s services, documenting and presenting solutions, and identifying strategic client opportunities. The CSM must be able to demonstrate success in servicing enterprise-level clients and providing high quality client solutions to senior-level executives.
WHAT YOU WILL DO
Build and maintain customer relationships to understand the organizational business objectives and goals. Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).
Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
Assess assigned customer’s current and potential needs, brainstorm with Field Sales in determining appropriate Iron Mountain products and solutions.
Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.
Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.
Research of account status to prepare for contract negotiations. Responsible for assisting in the Renewal and executing on the Renewal process when needed.
Support Field Sales on administrative matters.
Seeking resources , inputs and approved information from relevant stakeholders
Updating assigned commercial audit templates
Provision of approved supporting documents to customers
Push back any challenges related or harmful to the business or organization
Conduct site visits (related to audit)
Customer Experience and Escalations
Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve the issue.
Execute customer’s ad-hoc and scheduled reports with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations.
Defining possible solutions to customer issues to lead to retention.
Lead the communication related to customer issues.
Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.
Stay informed of trends and changes in the Records/Information/Data Protection Industry.
Develops and records individual performance goals and objectives.
Maintain working partnership with Markets, Area and Corporate teams.
Ensure meeting the Net Promoter Score, Customer Satisfaction (CSAT) and CES (Customer Effort Score) set forth by the organization
Owners to the Onboarding process
Cross check completion of documents submitted
Cross check input completion of documents submitted
Escalation to the rightful stakeholders in the Onboarding process.
Uploads into relevant systems
Managing Account Health
Ensure inactive accounts are close completely
Ensure accounts with inventory in it are billed accurately
Ensure entities under the same Group, are grouped together accurately
Supporting Leadership in Projects
WHAT YOU WILL BRING TO OUR ROLE
This role is required to have general business acumen and understand Iron Mountain'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.
3-4 year college degree required
Excellent written, oral and presentation skills.
Strong interpersonal, planning, and analytical skills.
Self-motivated and a strong drive to seek information and support in succeeding.
Ability to influence and negotiate.
Ability to make decisions and think in broad terms, considering the impact to the entire company
Ability to team effectively at all levels of an organization and customer personnel (to include C-level) on a wide range of topics and issues
25% onsite travel to client offices
WHAT’S IN IT FOR YOU
Be part of an ever evolving global organization focused on transformation and innovation
A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self
Global connectivity to learn from 26,000+ teammates across 52 countries
Be part of a winning team who embrace diversity, inclusion, and our differences
Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement
Category: Customer Service (CS)
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE