Customer Success Manager
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Job Description
Customer Success Manager at Iron Mountain managing strategic partnerships and driving customer retention. Leading contract strategies and ensuring compliance with federal and local laws.
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.
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.
Benefits:
- Competitive compensation and benefits aligned with the experience.
- Flexible work options/alternative work options to support work–life balance.
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and professional growth.
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