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Customer Success Manager
at Iron Mountain
Edison, NJ

Customer Success Manager
at Iron Mountain
Edison, NJ

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Contacts

Description

Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.

Responsibilities

Job Summary

The Customer Success Manager (CSM) is the single point of contact for assigned customers with the objective of delivering outstanding customer service and driving excellent service quality. The Iron Mountain CSM oversees projects and business relationships.

Responsibilities

  • Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
  • Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with the NOC to ensure Iron Mountain service quality
  • Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners
  • Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects – elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk.
  • Manage multiple related installations in parallel
  • Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers
  • Lead in person meetings and data center tours. Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
  • Provides timely feedback to the company regarding service failures or customer concerns
  • Key participant in major incident process
  • Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle
  • Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
  • Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional
  • Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
  • Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic.
  • Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
  • Provide second level support of our customers

Qualifications

  • Bachelor’s Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery
  • A blend of business acumen, large-scale IT systems knowledge, governance, and operations
  • Familiarity with ITIL service management
  • Excellent customer facing skills and a desire to drive high customer satisfaction
  • Process oriented with the ability to effectively multi-task in a very fast paced environment
  • Attention to detail and strong administrative capabilities
  • Comprehend equipment specifications, contract terms and conditions and statements of work
  • Technical aptitude around data center power, cooling, networking, and cloud services
  • Solid skills utilizing Microsoft Office products, preferably including SharePoint and Microsoft Project
  • Ability to thrive and be successful in an ever changing work environment
  • Strong work ethic and a positive approach to the job

Preferred Additional Skills

  • Data center colocation experience a plus

Every Iron Mountain employee has an obligation to promptly report issues and violations.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

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