Customer Success Management

In this role, you will be responsible for supporting our Global Account Managers and Managing Directors in overseeing Iron Mountain’s largest, high-profile, and most complex global customers. You will act as a strategic partner, delivering best-in-class, "white-glove" service while ensuring customer priorities align with our evolving digital and physical solutions. Your mission is to drive customer loyalty and retention by navigating a dynamic global environment to solve problems and uncover new opportunities.

You will join an elite team dedicated to sharpening customer focus and pushing relationships to the next level. Here, you will bring your expertise to a fast-paced, global workforce that thrives on proactive problem-solving and a customer-centric approach.

What You’ll Do

In this role, you will:

• Drive Global Account Strategy: Collaborate on the development and execution of global strategies to strengthen customer loyalty, uncovering new opportunities for cross-selling and upselling through detailed responses to Requests for Proposals (RFP) and Statements of Work (SOW).
• Manage Operational Excellence: Lead day-to-day account support activities, including issue resolution, inventory transfers, and billing investigations, while ensuring all customer agreements and Service Level Agreements (SLA) are executed with 100% accuracy.
• Cultivate Strategic Relationships: Build and maintain strong partnerships with key customer contacts through recurring calls and Quarterly Business Reviews (QBR), advocating for both internal and external teams to ensure an optimal customer experience.

What You’ll Bring

The ideal candidate will have:

• 8+ years of experience managing large, complex customer relationships, specifically at a global scale.
• Strong Sales and Operational Acumen: A proactive, self-starter mindset with a proven track record of overachieving targets, managing bad debt, and supporting contract negotiations.
• Expertise in Iron Mountain Solutions: A deep understanding of our organizational hierarchy and product portfolio to effectively advise customers on their digital and business evolution.
• Exceptional Communication Skills: Proficiency in Salesforce Dot Com (SFDC) for activity tracking and forecasting, with a strong presence and the interpersonal skills to navigate all levels of a global matrixed organization.
• Academic Background: A Bachelor’s Degree or equivalent professional experience is required.

What We Offer

• Competitive compensation and rewards aligned with your high-level account management expertise.
• Comprehensive health, wellness, and retirement plans to support your total well-being.
• A dynamic work environment where you are empowered to work independently while remaining a key team player.
• Paid time off and holiday allowances to support work-life balance.
• Opportunities for global travel (up to 40%) to engage directly with our top-tier customers.

Call to Action

Are you ready to deliver world-class service to the world's most influential companies?