Customer Success Manager

Iron Mountain•Pennsylvania - Remote, PA

About The Position

Iron Mountain is seeking a motivated and experienced Customer Success Manager to join our National and Vertical Sales team. In this role, you will be responsible for driving loyalty and retention, ensuring the delivery of quality services, and creating revenue growth either directly or indirectly within National/Vertical Sales accounts. You will partner closely with Directors and Account Executives (AE) to support all service lines in North America.

Requirements

Four-year college degree required.
Deep understanding of Iron Mountain’s (IM’s) services, programs, workflows, systems, and processes across all lines of business.
Proven ability in relationship management and persuasion, proactively uncovering additional contacts and key decision-makers.
Strong business acumen and knowledge of Iron Mountain’s solution offerings and the competitive environment.

Responsibilities

Develop and Maintain Relationships to structure strategic partnerships with key customer decision-makers, understanding their organizational business objectives, and keeping them educated on emerging industry trends.
Lead Contract Strategy and Renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention.
Manage Customer Experience and Compliance by researching escalated service and billing issues, executing ad-hoc requests (like reports or audits) in accordance with service level agreements, and ensuring adherence to Federal, State, and Local laws, as well as Iron Mountain policies.