Senior Customer Success Manager at Iron Mountain

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

Senior Customer Success Manager

Iron Mountain is seeking a Sr Digital Customer Success Manager to join our Professional Services team. The Professional Services team is a critical part of our customer technology driven solutions, providing technology and software-as-a-service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities.

The Sr Digital Customer Success Manager role is responsible for the successful continuation of the GDS solution portfolio and nurturing customer’s digital transformation path while feeding into their digital strategy throughout their partnership with Iron Mountain. 

Responsibilities: 

• Assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders. 

• Establishing strong customer relationships throughout the Implementation lifecycle that will further mature post-implementation

• Direct line of communication and ‘face of Iron Mountain’ to customers 

• Develop and execute strategies and plans to drive adoption, customer retention, and expansion 

• Maintain a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required.

• Utilize and direct customer journey mappings to effectively track and monitor a customers success 

• Conduct regular engagement sessions with the customer to assess product functionality, best practices, new product features and enhancements, and address any challenges.

• Drive customer engagement through usage, analyzing data to identify trends, patterns, new opportunities, and areas for improvement.

• Responsible for timely, complete, and accurate input and management of customer activity to management.

• Collaborate with all intercompany teams as required to provide customer success and support escalations

• Responsible for measuring and providing customer with committed value/ROI/proposed outcomes 

• Responsible for driving escalations and issues to resolution to management

Required Qualifications:

• Customer success experience, with a focus on Enterprise and Mid-Market companies in complex services based organizations

• Ability to handle challenging customer situations with a empathy, professionalism and patience

• Proven experience in an account management role, strong project management skills, and a strategic thinking and problem-solving mindset

• Ability to communicate professionally to senior-level roles, both internal and external

• Candidates must have a strong background and knowledge of digital strategy and transformation activities and solutions including SaaS, machine learning capability and technology, analytics, cloud storage, information governance, electronic content management, business process / workflow enablement and outsourcing, document and information capture.

• Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:

  • Banking/Financial Services including Insurance

  • Energy 

  • Media & Entertainment

  • Legal

  • Life Sciences/Pharma

  • Government/Public Sector

• Familiarity with CSP (customer success platform) software and customer success tools

• Strong analytical background, specifically focused on customer success performance metrics

• Proactively identify and mitigate risks to prevent churn or customer dissatisfaction

• Excellent communication, teaming and presentation skills.

• Minimum of four-year college degree.

Travel Requirements:

< 5 % travel

 Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

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