CoE Customer Success Specialist

ironmountain; Colombia; On-site; COP 60,000,000 - 100,000,000; Full time

Benefits offered by this job

Flexible work options

Health, wellness and retirement plans

Continuous learning and professional成长

Job summary

Iron Mountain is seeking a Customer Success Specialist to manage relationships and accelerate growth for enterprise accounts, applying an operational background and customer-first mindset to elevate service delivery across accounts.

You will collaborate with internal and external stakeholders to turn challenges into value-driven solutions, with a focus on onboarding, onboarding training, and ongoing account support.

Qualifications

• 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.

Responsibilities

• Oversee day-to-day account support and escalation management, including service changes and billing inquiries.
• Drive customer onboarding and self-serve training for digital tools and account restructures.
• Perform continuous process improvement and root-cause analysis to prevent escalations.
• Coordinate with cross-functional teams and participate in business reviews with CSMs and GAMs.

Skills

Customer success

Account management

Communication

Analytical thinking

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.

Iron Mountain is seeking an adaptable 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