Customer Success Manager

2 months ago

Calgary, Alberta, Canada Iron Mountain Full time

About Iron Mountain

At Iron Mountain, we understand the importance of preserving and protecting valuable assets. As a leading provider of records and information management, digital transformation services, and data centers, we partner with our customers to safeguard their most valuable resources.

Job Summary

We are seeking a highly skilled Customer Success Manager to join our National and Vertical Sales team for North America. This role will be responsible for delivering quality services, creating loyalty and retaining customers, and driving revenue growth.

Key Responsibilities

  • Relationship Management:
    • Build and maintain strong relationships with customers to understand their business objectives and goals.
    • Partner with key customer decision makers to develop strategic partnerships and drive new sales opportunities.
    • Ensure frequent communication with customers to educate them on emerging industry trends and provide superior customer satisfaction.
  • Business Opportunity:
    • Identify and pursue new business opportunities with existing customers to drive revenue growth.
    • Assess customer needs and develop strategies to meet those needs through Iron Mountain's products and solutions.
    • Develop and execute business plans to drive customer retention and growth.
  • Contract Renewals and Negotiations:
    • Partner with customers to negotiate contract renewals and ensure successful contract execution.
    • Identify and address customer needs and service gaps to drive customer retention.
  • Customer Experience and Escalations:
    • Research and resolve escalated service and billing issues to ensure customer satisfaction.
    • Execute customer requests and ensure timely resolution of issues.

Requirements

  • 4-year college degree preferred.
  • General business acumen and understanding of Iron Mountain's solution offerings and competitive environment.
  • Deep understanding of Iron Mountain's services, programs, workflows, systems, and processes across all lines of business.

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