Customer Success Manager, Data Center

Iron Mountain•Arizona - Remote, AZ

About The Position

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. CUSTOMER SUCCESS MANAGER ABOUT IRON MOUNTAIN DATA CENTERS Iron Mountain Data Centers, a division of Iron Mountain incorporated, is a leading provider of data center and colocation services. Our global portfolio consists of hyperscale-ready, strategic edge, and underground data centers comprising over 2.5 million square feet across twelve data centers in four countries. More than 1,100 customers including cloud providers, global enterprises, and local market organizations choose Iron Mountain Data Centers for our thirty-year proven track record, risk mitigation, and operational efficiency. Iron Mountain colocation facilities are sustainable and provide the most logical venue for hybrid IT with easy access to the carriers, cloud providers, exchanges, and IT services necessary for digital transformation. Comprehensive compliance support ensures highly-regulated enterprise and public sector customers are protected as they change their organizations to thrive in a multi-cloud world. We are guardians of change makers. For more, visit www.ironmountain.com/data-centers.

Requirements

Bachelor’s Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery
A blend of business acumen, large-scale IT systems knowledge, governance, and operations
Familiarity with ITIL service management
Excellent customer facing skills and a desire to drive high customer satisfaction
Process oriented with the ability to effectively multi-task in a very fast paced environment
Attention to detail and strong administrative capabilities
Comprehend equipment specifications, contract terms and conditions and statements of work
Technical aptitude around data center power, cooling, networking, and cloud services
Solid skills utilizing Microsoft Office products, preferably including SharePoint and Microsoft Project
Ability to thrive and be successful in an ever changing work environment
Strong work ethic and a positive approach to the job
Demonstrate proficient sales capabilities to effectively manage customer expansion opportunities and contract renewals.

Nice To Haves

Data center colocation experience a plus

Responsibilities

Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with the NOC to ensure Iron Mountain service quality
Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners
Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects – elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk. Manage multiple related installations in parallel
Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers
Lead in person meetings and data center tours.
Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
Provides timely feedback to the company regarding service failures or customer concerns
Key participant in major incident process
Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle
Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional
Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic.
Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
Provide second level support of our customers