Digital Customer Success Manager

Digital Customer Success Manager

​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. 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.

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.

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.

Responsibilities:

• 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.

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

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

• 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

• Minimum of four-year college degree.

• Travel Requirements: 5%

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

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0083041