Customer Success Manager at Iron Mountain (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences among us. And here, we'll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can't wait to hear about YOU.

The Customer Success Manager (CSM) role is a key member of the Iron Mountain National and Vertical Sales team for North America supporting all service lines. In partnership with the Directors and Business Development

Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field BDEs in the National/Vertical

sales Strategic and Vertical accounts.

Relationship Management:
• Build and maintains customer relationships to understand the organizational business

objectives and goals. Partner with key customer decision maker(s) to structure partnership (s)

strategy as it relates to customer requirements (new sales opportunities, service level

expectations, training of IM solutions, QBR/FBR structure/timetable,).
• Ensure frequent, tactical communication to enable superior customer satisfaction and to keep

customer educated on emerging industry trends related to customer's organizational

information management needs. Employs appropriate methods of persuasion when soliciting

• Proactively uncover additional contacts and key decision makers through the use of SFDC,

internet and other tools. Assist the sales team with producing and managing proposals/quotes

creation of PA Models, SOWs, and account plans.

Business Opportunity:
• Primary attachment is to Low Share of Wallet accounts - driving the "wake-up" opportunity.
• Assess assigned customer's current and potential needs, determining appropriate Iron

Mountain products and solutions.
• Responsible for development strategies and business plans through understanding the clients;

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 clients through their relationship and customer support.
• Research of account status to prepare for contract negotiations. Responsible to assist in the

Renewal and execute on the Renewal process when needed.
• Keeps abreast of the competitive environment and impact on National/Vertical accounts.

Contract Renewals and Negotiations:
• The Customer Success Manager (CSM) partners with the BDE and 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.
• Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform

Business Group: Sales Group

Customer Experience and Escalations:
• Responsible for researching escalated service and billing issues to ensure all appropriate actions

by other parties are being taken to resolve issue.
• Execute customer ad-hoc requests such as reports, audits, and tours working with the

appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to

ensure that customer and/or prospect requirements are resolved in accordance with service

level agreements, performance metrics and/or expectations.
• Save accounts at risk and defining possible solutions to customer issues to lead to retention.
• Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and

• Stay informed of trends and changes in Records/Information/Data Protection Industry.
• Develops and records individual performance goals and objectives.
• Maintain working partnership with Markets, Area and Corporate teams.

• This role is required to have general 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.
• 4 year college degree required

US: Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race,

color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation,

disability, veteran status or other legally protected classifications under applicable federal, state, or local

laws in making employment decisions.

CAN: Iron Mountain Canada Corporation ("Iron Mountain") is an equal opportunity employer and

employs qualified individuals based upon job-related qualifications regardless of race, religion, colour,

sex, national origin, age, disability, sexual orientation, or any other status protected under applicable

provincial, federal, or local law.

Ontario: 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.

Category: Sales 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

Requisition: J0045894
More Information on Iron Mountain
Iron Mountain operates in the Big Data industry. The company is located in Boston, MA. Iron Mountain was founded in 1951. It has 13681 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 10 open jobs at Iron Mountain, click here.
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