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Customer Success Manager

2 months ago

Ottawa, Canada Iron Mountain Full time

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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Customer Success Manager (CSM) role is a key member of the Iron Mountain National and Vertical Sales team for North America 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 field BDEs in the National/Vertical sales Strategic and Vertical accounts.

Relationship Management:

  • 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 their organizational information management needs. Employ appropriate methods of persuasion when soliciting agreement.

  • Proactively uncover additional contacts and key decision makers through the use of SFDC, internet, and other tools. Assist the sales team with producing and managing proposals/quotes, creation of PA Models, SOWs, and account plans.

Business Opportunity:

  • Primary attachment is to Low Share of Wallet accounts – driving the “wake-up” opportunity.

  • Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions.

  • Responsible for developing 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.

  • Assist in positioning alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.

  • Research account status to prepare for contract negotiations. Responsible for assisting in the Renewal and executing on the Renewal process when needed.

  • Keeps abreast of the competitive environment and impact on National/Vertical accounts.

Contract Renewals and Negotiations:

  • The Customer Success Manager (CSM) partners with the BDE and the customer on renewals and works through any RFP process by identifying gaps in the current contract in place and understanding customer needs in order to successfully renew the contract.

  • Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible for identifying through relationships and reporting accounts that are at risk to terminate and driving strategy to retain those accounts.

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 issues.

  • Execute customer ad-hoc requests such as reports, audits, and tours working 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.

  • Save accounts at risk and define possible solutions to customer issues to lead to retention.

  • Ensure compliance with Federal, State, and Local laws, as well as Iron Mountain policies and procedures.

  • Stay informed of trends and changes in Records/Information/Data Protection Industry.

  • Develop and record individual performance goals and objectives.

  • Maintain working partnership with Markets, Area, and Corporate teams.

Qualifications:

  • 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.

  • 4 year college degree preferred.

Category: Sales

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