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Customer Success Representative

2 months ago

Québec, Quebec, Canada Iron Mountain Full time
About the Role

At Iron Mountain, we're committed to delivering exceptional customer experiences that drive business growth and success. As a Customer Success Manager, you'll play a critical role in building and maintaining strong relationships with our clients, identifying new opportunities for growth, and ensuring seamless service delivery.

Key Responsibilities
  • Relationship Management:
    • Develop and maintain deep understanding of client business objectives and goals.
    • Partner with key client decision-makers to structure partnership strategies aligned with client requirements.
    • Ensure regular communication to drive superior customer satisfaction and keep clients informed on emerging industry trends.
    • Proactively identify additional contacts and key decision-makers.
    • Support the sales team with proposals, quotes, and account plans.
  • Business Opportunity:
    • Identify and drive opportunities for low-share-of-wallet accounts.
    • Assess client needs and determine suitable Iron Mountain products and solutions.
    • Develop strategies and business plans through in-depth understanding of clients' business models.
    • Research account status to prepare for contract negotiations.
  • Contract Renewals and Negotiations:
    • Collaborate with Business Development Executives and clients on renewals and RFP processes.
    • Negotiate pricing and service level agreements to drive customer retention.
  • Customer Experience and Escalations:
    • Investigate escalated service and billing issues.
    • Execute client requests and ensure compliance with service level agreements.
    • Develop possible solutions to client issues to drive retention.
    Requirements
    • General business acumen and understanding of Iron Mountain's solution offerings.
    • Deep understanding of Iron Mountain's services, programs, workflows, systems, and processes.
    • 4-year college degree preferred.

Iron Mountain is dedicated to fostering an inclusive and diverse workforce. We challenge ourselves and inspire others to create innovative business solutions that make a positive environmental and social impact.