Iron Mountain Manager, Client Services in Norcross, Georgia
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
Iron Mountain is seeking a Manager, Client Services to join our Intellectual Property Management Group. The Client Services Manager leads and manages the client services team in support of Iron Mountain’s Intellectual Property Management (IPM) business line. This position reports directly to the Director, Operations and assures critical operations and service level agreements are met or exceeded. The Manager, Client Services will lead a centralized team who support current customer renewal activities, general inquires, terminations as well as new customer onboarding. This position works closely with IPM Sales and Contracts team members to meet business objectives, negotiate priorities, and to define best practices.
Responsible for the supervision of the team to include overseeing direct customer support for customer renewals, new customer onboarding and other support needs, relationship support, issue resolution, revenue management, support analysis to internal Iron Mountain customers.
Manages team personnel decisions including recruiting, hiring, compensation, performance measurement, career development and training.
Manages team to ensure consistent high client relationship satisfaction levels.
Manages and handles the escalation of client accounts, implementations, and/or Client Services projects.
Ability to interact effectively with all levels within the Iron Mountain Enterprise as well as with all levels within our customer base including large global customers.
Demonstrated success in driving change, ability to produce effective solutions to business problems; benchmarking, project management, strong analytical problem solving skills, and action-oriented with the ability to deliver timely and positive results.
Manages contract, invoicing and service pricing.
Maintains morale and motivates Client Services teams.
Handle customer escalations
Key Skills, Requirements and Competencies:
Excellent written, oral and formal presentation skills
Budgeting and Forecasting
Strong time management skills
Strong project management, planning and organizational skills
Ability to multi-task and prioritize issues in a complex environment
Ability to implement and drive change
Ability to support new initiatives
High level problem solving capabilities in support of customer and employee concerns
Ability to recognize and organize the right level of resources to address the problem at hand
Ability to be creative to bring new centralized processes into the team for support
Ability to support new initiatives
Ability to manage, coach, and support
Strong listening skills
Strong customer focus
Education/Experience: 4 year college degree / 2 - 4 years
Total travel 5-10%, overnight travel 5-10%
Category: Account Management Group
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