CoE Customer Success Specialist

Iron Mountain; Bogotá; Hybrid; COP 60,000,000 - 80,000,000; Full time

Benefits offered by this job

Flexible work options

Health and retirement plans

Continuous learning

Competitive compensation

Job summary

Iron Mountain is seeking a Customer Success Specialist in Bogotá to manage enterprise accounts, drive onboarding, and optimize service delivery. You will collaborate with internal teams to resolve issues, expand account value, and maintain strong client relationships.

The role emphasizes operational expertise, sales awareness, and excellent stakeholder management to meet SLAs and support growth.

Qualifications

• Proven experience in a customer success, account management, or client-facing operational role.

Responsibilities

• Lead Day-to-Day Account Support & Escalation Management: Oversee service changes, onboarding, billing inquiries, and swift issue resolution.
• Drive Customer Onboarding & Self-Serve Training: Educate client teams on self-serve tools and assist with onboarding.
• Perform Continuous Process Improvement & Root Cause Analysis: Review processes to improve efficiency and prevent escalations.
• Manage Key Stakeholders & Customer Reviews: Collaborate with cross-functional teams and participate in business reviews.

Skills

Customer success

Account management

Operations background

SLA management

Job description

COL | Distrito Capital de Bogotá | Autopista Medellin Km 1.5 Vereda (Offices), Vuelta Grande

Full time

J0108451

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.

Iron Mountain is seeking an adaptable Customer Success Specialist to join our Customer Success & Account Management team.

As a Customer Success Specialist, you will play a crucial role in managing relationships and accelerating growth for Iron Mountain’s key enterprise accounts. Here, your operational background and customer-first mindset will directly elevate customer relationships, streamline processes, and drive impactful service delivery across our accounts. In this role, you’ll have the opportunity to collaborate with internal and external stakeholders to turn everyday challenges into seamless, value-driven solutions.

What You’ll Do

• Lead Day-to-Day Account Support & Escalation Management: Oversee operational activities including service changes, inventory transfers, billing inquiries, and swift issue resolution.
• Drive Customer Onboarding & Self-Serve Training: Educate client teams on Iron Mountain's digital self-serve tools and assist with structured account onboarding and restructures.
• Perform Continuous Process Improvement & Root Cause Analysis: Review customer processes regularly to identify efficiency opportunities, resolve systemic issues, and prevent repeat escalations.
• Manage Key Stakeholders & Customer Reviews: Collaborate closely with internal cross-functional teams and participate in monthly or quarterly business reviews alongside CSMs and GAMs.

What You’ll Bring

• Proven experience in a customer success, account management, or client-facing operational role.
• Strong background combining operational expertise with sales awareness to drive account growth and client satisfaction.
• Exceptional communication and stakeholder management skills with a track record of effective case resolution within agreed SLAs.
• Analytical mindset with experience in invoice review, spend analysis, and process optimization.

What We Offer

• Competitive compensation and benefits aligned with experience.
• Shifts: Ability to work flexible shifts as needed to support business and customer requirements.
• Flexible work options to support work-life balance.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail]. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, Requisition: J0108451