Iron Mountain Director, IT - CRM in Boston, Massachusetts

Overview

Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.

Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.

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 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.

Responsibilities

The Customer Relationship Management (CRM) Center of Excellence Director will be responsible for leading a team of experts in assessing CRM-related projects, standardizing CRM processes, driving platform rationalization, and ensuring the delivery of CRM best practices.

The CRM COE Director ensures the business goals and objectives of the COE are being met and that communication is managed seamlessly across the organization, while also managing the execution of the governance team.

Position Responsibilities (including but not limited to):

• Facilitate communication and direction of the executive leadership goals and vision

• Design, enable, and provide common capabilities

• Provide guidance and best practices to enable project success

• Catalog and share common functional modules to accelerate the development process

• Provide technical leadership through best practices

• Document and manage inter- and intra-solution configuration dependencies

• Set COE vision and strategy to serve the customer application expectations

• Review and approve changes to architecture, applications, design of CRM applications

• Liaise with Customer tower lead on all technology requirements

• Provide and enforce common entity design methodologies and physical infrastructure

• Enable efficient, cost-optimized application development

• Manage relationships with key partners and vendors (ex.Salesforce.com)

• Work with the management teams to procure and assign the appropriate resources

• Communicate progress and exceptions to project sponsor(s)

• Ensure delivery on commitments and service level fulfillment

• Establish a 30/60/90 day Rhythm plan

• Continue to provide production support services for projects leveraging the COE infrastructure.

• Start building, establishing, and communicating processes to sustain the COE including:

o Services and service levels

o Design / Build / Testing standards and code/mapping reviews

o Release management / Deployment processes

Qualifications

• Minimum of 15 years of Customer Relationship Management or related experience.

• 10+ years in a management position

• Demonstrated strategic planning, managing and delivering customer-focused business solutions

• Demonstrated management skills, exemplary analytic capabilities

Knowledge & Technical Know-how:

• Strong experience working with Salesforce

• Prior experience managing Salesforce implementations, upgrades, transitions

• Strong working knowledge of CRM applications

• Experience leveraging critical thinking and exposure to change management principles

• Experience working in a customer centric mindset

• Depth in data driven marketing, segmentation, personalization and targeting techniques

• Excellent writing proficiency, visual design, and presentation skills required

• Ability to collect, aggregate, manage and implement programs using a range of data sets and analysis techniques

• Demonstrated analytical and problem solving skills

• Proven and sustained leadership and evangelism of CRM Applications / Systems - COE capabilities

• Ability to work collaboratively with colleagues and staff to create results driven, team- oriented environment

• Ability to plan and manage at both strategic and operational levels

• Ability to lead and motivate staff

• Ability to influence change in others across the organization

• Technical proficiency in architecture, data integration, and systems integration

• Ability to interpret technology and market trends as a foundation for CRM Applications product roadmaps

Compliance Obligations:

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies

  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct

  • to complete required training within the allotted time frame

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.

Requisition # 2018-18227

Category Information Technology

Type Full-Time