Customer Success Manager

Iron Mountain; Ontario; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Iron Mountain is seeking a Customer Success Manager to drive growth by managing client relationships and ensuring customer satisfaction across North America. The role involves strategic partnership with internal teams and key decision makers, aimed at creating loyalty and generating revenue through effective service delivery and relationship management.

Qualifications

• Strong understanding of Iron Mountain's solutions and competitive environment.
• Deep knowledge of IM services, workflows, systems, and processes.

Responsibilities

• Build and maintain customer relationships aligned with organizational objectives.
• Develop strategies and business plans for client needs and opportunities.
• Partner with BDE for contract renewals and negotiations.

Skills

Business Acumen

Relationship Management

Communication

Job description

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.

The Customer Success Manager (CSM) role is a key member of the Iron Mountain National and Vertical Sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE), this role is accountable for delivering quality services, creating loyalty, retaining customers, and generating revenue growth, either directly or indirectly for the field BDEs in the Strategic and Vertical accounts.

Relationship Management :

• Build and maintain customer relationships to understand organizational objectives and goals.
• Partner with key decision makers to structure partnership strategies related to customer requirements, including new sales opportunities, service level expectations, training, and account planning.
• Ensure frequent communication to enhance customer satisfaction and keep them informed about industry trends.
• Proactively identify additional contacts and decision makers using CRM tools and assist sales with proposals, quotes, and account plans.

Business Opportunity :

• Focus on Low Share of Wallet accounts to uncover growth opportunities.
• Assess customer needs and determine appropriate Iron Mountain solutions.
• Develop strategies and business plans based on understanding client business models and value propositions.
• Research account status for contract negotiations and assist in renewals.
• Stay informed about the competitive environment affecting accounts.

Contract Renewals and Negotiations :

• Partner with BDE and customers on renewals and RFP processes.
• Negotiate pricing and SLAs to retain customers, identify at-risk accounts, and implement retention strategies.

Customer Experience and Escalations :

• Research and resolve escalated service and billing issues.
• Handle ad-hoc customer requests, ensuring compliance with service agreements and performance metrics.
• Identify solutions for at-risk accounts to support retention.
• Ensure compliance with laws and company policies.
• Stay updated on industry trends and develop individual performance goals.
• Maintain partnerships with internal teams across markets and corporate levels.

Qualifications :

• Strong business acumen and understanding of IM’s solutions and competitive environment.
• Deep knowledge of IM services, workflows, systems, and processes across all lines of business.