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At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Iron Mountain is continuing to expand rapidly in 2023 and subsequently we are currently recruiting for a Customer Success Manager to join our UK Sales function.

The opportunity

The Customer Success Manager (CSM) role is a key member of the UK Sales function supporting all service lines. In partnership with the Directors and Business Development Executives (BDEs) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field BDEs.

What you will do

Relationship Management:

• Build and maintain customer relationships to understand the organizational business objectives and goals.
• Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).
• Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
• Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools.
• Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans.

Business Opportunity:

• Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions.
• Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.
• Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.
• Research of account status to prepare for contract negotiations. Responsible to assist in the Renewal and execute on the Renewal process when needed.
• Keeps abreast of the competitive environment and impact on National/Vertical accounts.

Contract Renewals and Negotiations:

• Partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract.
• Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts.

Customer Experience and Escalations:

• Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue.
• Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations.
• Save accounts at risk and defining possible solutions to customer issues to lead to retention.
• Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.
• Stay informed of trends and changes in Records/Information/Data Protection Industry.
• Develops and records individual performance goals and objectives.
• Maintain working partnership with Markets, Area and Corporate teams.

What you will bring

• General business acumen and understand of IM’s solution offerings and its competitive environment.
• This role requires a deep understanding of IM’s services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments.
• Good communicator (verbal and listening), problem solving skills, and high emotional intelligence.
• Understanding of the customer lifecycle, especially cross-/up-sell, renewals, and issue resolution (knowledge gained through structured onboarding program or prior customer success experience)
• Ability to understand customers’ service needs and develop and execute customer plans in line with the sale organization’s objectives
• Analytical skills to use data and reporting dashboards to understand client opportunities, solve strategic challenges, and drive profitable growth
• Ability to interact with all levels within the sales organization, as well as, across horizontal and vertical levels within a customer’ organization.

What we offer

• Highly competitive package
• Benefits package including private medical
• Be part of an ever evolving global organisation focused on transformation and innovation.
• A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self
• Global connectivity to learn from 26,000+ teammates across 52 countries.
• Be part of a winning team who embrace diversity, inclusion, and our differences.

\#LI-remote

Category: Sales

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, 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, as well as 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.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. 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: J0057128