Customer Success Manager, Global Industries

THE OPPORTUNITY

Title: Customer Success Manager, Global Industries

Location: UK (remote)

Job summary

The Customer Success Manager is responsible for supporting Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The ideal candidate will possess both a sales and operational background that enables them to successfully build and maintain relationships, advise customers, develop innovative programs, and expand across new business units on a global scale.

Your role in our mission:

• Collaborate in the development and execution of Global Account strategies

• Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams

• Support the Global Industries team to drive business, customer loyalty, and retention, on a global and/or local in-country scale(depending on scope of role)

• Build and maintain strong relationships with customer key contacts

• Lead recurring calls to keep customers informed of key items/issues

• Ability to support and help lead Business Reviews

• Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions,incidents, etc.

• Accountable for managing bad debt

Valued skills and experience:

• Customer Success or Account Management related experience, with a focus on working with Enterprise organizations or experience working with customers on a global level

• Ability to handle challenging customer situations with a empathy, professionalism and patience

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

• Candidates will ideally 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.

• Familiarity with CSP (customer success platform) software and customer success tools

• Strong analytical background, specifically focused on customer success performance metrics

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

• Excellent communication, teaming and presentation skills

• Experience of working within a large company with a complex structure would be beneficial

• Strong customer service & engagement experience

• Strong phone presence and comfortable initiating conversations

• Self-starter and proactive problem solver

Discover what awaits you

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

#LI-remote

Category: Sales

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

Requisition: J0089390