Customer Success Manager, Global Industries

Iron Mountain; Scotland; Remote; GBP 35,000 - 60,000; Full time

Job summary

Iron Mountain is seeking a Customer Success Manager to support Global Account Managers in managing relationships and growth for Global Industries Accounts. The role requires a blend of sales and operations expertise, along with the ability to foster customer loyalty on a global scale, driving innovative solutions and strategies.

Benefits

Flexible work arrangements

Diversity and inclusion initiatives

Personal and professional growth opportunities

Qualifications

• Experience in Customer Success or Account Management with Enterprise organizations.
• Proven track record of handling challenging customer situations with empathy.
• Familiarity with customer success performance metrics.

Responsibilities

• Manage relationships and growth for Global Industries Accounts.
• Collaborate in developing Global Account strategies.
• Drive business, customer loyalty, and retention.

Skills

Customer Success Management

Project Management

Analytical Skills

Communication Skills

Tools

CSP Software

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 OPPORTUNITY

Title: Customer Success Manager, Global Industries

Location: UK (remote)

Job summary

The Customer Success Manager is responsible for supporting Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The ideal candidate will possess both a sales and operational background that enables them to successfully build and maintain relationships, advise customers, develop innovative programs, and expand across new business units on a global scale.

Your role in our mission:

• Collaborate in the development and execution of Global Account strategies

• Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams

• Support the Global Industries team to drive business, customer loyalty, and retention, on a global and/or local in-country scale(depending on scope of role)

• Build and maintain strong relationships with customer key contacts

• Lead recurring calls to keep customers informed of key items/issues

• Ability to support and help lead Business Reviews

• Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions,incidents, etc.

• Accountable for managing bad debt

Valued skills and experience:

• Customer Success or Account Management related experience, with a focus on working with Enterprise organizations or experience working with customers on a global level

• 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

• Candidates will ideally 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.

• 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

• Experience of working within a large company with a complex structure would be beneficial

• Strong customer service & engagement experience

• Strong phone presence and comfortable initiating conversations

• Self-starter and proactive problem solver

Discover what awaits you

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

#LI-DNI

#DONOTPOST

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, CLICK HERE

Requisition: J0089390