Iron Mountain Senior Customer Development Executive in Livermore, California


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 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 25,000 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.


Partnering with the Senior Business Development Executive, the Senior Customer Development Executive manages the relationships for an assigned set of current Large Healthcare Iron Mountain customers to ensure satisfaction with service and IM programs, positioning the relationship for further growth. Represents Iron Mountain’s information management value proposition and educates customers about business relevant solutions. Proactively manages customer programs through new opportunity identification, upsell execution, renewal strategy, and issue management to enable growth. Has a focus on Customer loyalty providing proactive solutions to meet customer needs while uncovering and selling new opportunities for revenue growth and quota attainment. The Senior Customer Executive is responsible for account renewals and price management.

Senior Customer Development Executive accomplishes increasing the IRM penetration within their Book of Business through the following key objectives:

Key Responsibilities:

Business Opportunity:

  • Assesses assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions. Assists in the development of strategies and Account Plans through understanding the customers; 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 customers through their relationship and customer support.

Support account activity including, managing timely detailed responses to RFP’s, tracking activity in SFDC, forecasting, conducting competitive research and knowledge of IRM product offerings. Primary objective within assigned Book of Business will be to grow the overall revenue and grow customer loyalty.

Contract Renewals and Negotiations:

  • The Senior Customer Development Executives will work to partner with 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, partnering with other Iron Mountain departments as necessary.

  • Negotiate pricing and SLA’s as appropriate to drive customer retention strategy. May be required to 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.

Account Profitability :

  • Responsible for final account profitability through price increases, leading negotiation processes and ensuring an acceptable on time outcome from a pricing, profitability, liability, operational, and SLA perspective for accounts.

  • Responsible for identifying areas of opportunity, securing resources and driving sales process to assist in scoping and pricing for special projects within assigned accounts.

Customer Experience and Escalations:

  • Identifies and facilitates resolution of any customer issues that are roadblocks to customer satisfaction.

  • Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and complete customer satisfaction. Facilitate customer ad-hoc requests such as reports, audits, tours and analysis.

  • Partner with internal contacts to get to AP contact to create awareness around outstanding payment and determine root cause of non- payment and partner with customer to resolve.

  • Conduct analysis such as customer needs analysis, service or solution gap analysis, compliance assessments and customer issue trends. Identify risks and perform root cause analysis and lead action in directing internal and external teams in issue resolution/corrective actions.

  • Communicate service suggestions to customer for the most advantageous services and provide insight as to business/industry trends that may be applicable.

  • Facilitate account terminations including identifying reason for closure, defining possible solutions to customer issues to lead to retention, negotiating account closure procedures and prices(if retention efforts are not successful)


Industry Knowledge :

  • Activity within industry associations in the Healthcare vertical to increase IM awareness, through attending tradeshows, reviewing whitepapers and keep current within market trends


FunctionalKnowledge, Skills, and Competencies:

  • Candidates must have a strong background and knowledge of strategic account management, sales process and solution selling.

  • Must have the ability to identify customer need and translate customer need into solution requirements.

  • Excellent written, oral and presentation skills. Strong follow up and communication skills.

  • Strong interpersonal skills

  • Ability to effectively plan and possess strong analytical skills

  • Ability to partner, influence and negotiate

  • Ability to make decisions and think in broad terms, considering the impact to the entire company.

  • Ability to team effectively at all levels of IMRM and customer personnel (to include C-level) on a wide range of topics and issues.

  • Individual must have five years minimum successful experience in a “customer-facing”, service and sales oriented position

  • Proven experience building internal and external customer relationships, navigating across an organization and growing current customer business base through internal partnerships.

  • Business Expertise: This role is required to have strong business acumen and understand 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.

Travel: Regional- Central/Northern CA

Remote based position

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 # 2018-19397

Category Sales

Type Full-Time