Customer Success Manager

ironmountain; United States; Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Flexible work options

Health & retirement plans

Learning & growth opportunities

Job summary

Iron Mountain is seeking a motivated and experienced Customer Success Manager to join our National and Vertical Sales team in the United States. You will drive loyalty, retention, and revenue growth across multiple service lines, partnering with Directors and Account Executives to support North America accounts.

The role requires a four-year college degree, deep knowledge of Iron Mountain's services, strong relationship management and negotiation skills, and a business-focused mindset.

Qualifications

• Four-year college degree required.
• Deep understanding of Iron Mountain'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.

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.

Skills

Relationship management

Negotiation skills

Business acumen

Communication skills

Education

Bachelor's degree

Tools

CRM systems

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 a motivated and experienced Customer Success Manager to join our National and Vertical Sales team.

In this role, you will be responsible for driving loyalty and retention, ensuring the delivery of quality services, and creating revenue growth either directly or indirectly within National/Vertical Sales accounts.

You will partner closely with Directors and Account Executives (AE) to support all service lines in North America.

What You'll Do

In this role, you will:

• 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.

What You'll Bring

The ideal candidate will have:

• 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.

What We Offer

• 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.

Category: Sales