Digital Customer Success Manager

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 stor​y 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 Digital Customer Success Manager to join our Professional Services team. The Professional Services team is a critical part of our customer technology driven solutions, providing technology and software-as-a-service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities. 

Supports and manages the post-sales customer lifecycle with enterprise and mid-market segment accounts. This includes ongoing assistance, customer renewals, product improvements, up- and cross-selling to maintain customer loyalty and customer satisfaction. Tracks customer performance, making the customer continuously engaged with the product and making the products to be harnessed to the maximum. Facilitates a smooth customer on-boarding process, ensuring an easy introduction for the Customer from the outset. May train customers so they can optimize their activities using the product.

Responsibilities

• Performs a range of assignments using prescribed guidelines or policies in analyzing situations

• This role requires an individual that can thrive in a dynamic, startup-like environment that demands innovative problem-solving, adaptability, and a high level of dedication to drive impactful results and navigate challenges effectively

• The Digital Customer Success Manager role is responsible for the successful continuation of the GDS solution portfolio and nurturing customer’s digital transformation path while feeding into their evolving digital strategy throughout their partnership with Iron Mountain

• Assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders

• Establishing strong customer relationships throughout the Implementation lifecycle that will further mature post-implementation

• Direct line of communication and ‘face of Iron Mountain’ to customers

• Customer follow-up to identify and develop new requirements to enhance the offerings as well as identifying potential new revenue streams

• Maintain a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required

• Utilize and direct customer journey mappings to effectively track and monitor a customer's success

• Conduct regular engagement sessions with the customer to assess product functionality, best practices, new product features and enhancements, and address any challenges

• Foster customer success by managing successful engagements and activities, ensuring timely updates and accurate tracking in the CSP platform

• Responsible for providing timely, complete, and accurate input and management of customer activity including reporting and operational metrics, to ensure visibility and informed decision making

• Collaborate with all intercompany teams as required to provide customer success and support escalations

• Responsible for measuring and providing customer with committed value/ROI/proposed outcomes

• Responsible for driving escalations and issues to resolution

Required Qualifications:

• Minimum of 3-5 years of customer success experience, with a focus on complex services based organizations

• Candidates must 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

• Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:

  • Banking/Financial Services including Insurance

  • Energy

  • Media & Entertainment

  • Legal

  • Life Sciences/Pharma

  • Government/Public Sector

• Excellent communication, teaming and presentation skills

• Proven experience in an account management role, strong project management skills, and a strategic thinking and problem-solving mindset

• Proactively identify and mitigate risks to prevent churn or customer dissatisfaction

• Strong attention to detail with the ability to analyze, organize, and manage information

• accurately, ensuring high-quality outcomes and adherence to established processes and standards

• Strong business acumen and account planning skills

• Minimum of four-year college degree

Travel Requirements:

• 5 - 10% travel

#Li-Remote

Reasonably expected salary range: $73,400.00 - $91,800.00

Category: Sales