Job
Description
The Customer Success Manager (CSM) plays a critical role within Iron Mountain s National and Vertical Sales team for North America. Supporting all service lines, the CSM partners with Directors and Business Development Executives (BDEs) to deliver outstanding customer service, drive retention, and identify growth opportunities within strategic and vertical accounts. Key Responsibilities: Relationship Management: Develop and maintain strong relationships with key customer stakeholders to understand their business objectives and align Iron Mountain solutions accordingly. Collaborate with customers on strategic planning, service expectations, and training, including establishing QBR/FBR processes. Ensure consistent communication to enhance customer satisfaction and keep clients informed about relevant industry trends. Identify and engage additional decision-makers using SFDC and research tools. Support the sales team with proposals, SOWs, pricing models, and account planning. Business Opportunity Development: Focus on low-share-of-wallet accounts to unlock new growth opportunities. Evaluate customer needs and match them with relevant Iron Mountain solutions. Develop strategies and business plans based on a thorough understanding of client business models and value propositions. Help position Iron Mountain s value proposition effectively, working with the sales team to promote total solution offerings. Assist in preparing for contract negotiations and renewal processes. Stay informed on competitive dynamics impacting assigned accounts. Contract Renewals & Negotiations: Collaborate with BDEs to manage contract renewals and RFPs by identifying service gaps and customer requirements. Participate in pricing and SLA discussions to support retention strategies. Analyze customer service usage and propose pricing or structural changes where appropriate. Identify at-risk accounts and work with internal teams to develop strategies for retention. Customer Experience & Escalations: Investigate and resolve escalated service or billing issues by coordinating with appropriate internal teams. Partner with internal stakeholders (eg, Sales Support, Customer Care, Field Operations) to fulfill ad-hoc customer requests such as audits, reports, or site visits. Lead initiatives to retain at-risk accounts by identifying pain points and recommending effective solutions. Ensure all customer interactions and actions comply with applicable laws, regulations, and company policies. Stay informed about industry trends, compliance requirements, and Iron Mountain s evolving service offerings. Work closely with Market, Area, and Corporate teams to ensure alignment on customer strategy and execution. Collaborate with Collections and other critical functions to resolve outstanding issues impacting customer satisfaction. Qualifications: Strong business acumen with a comprehensive understanding of Iron Mountain s services and competitive landscape. Proven ability to manage complex client relationships and support cross-functional teams. Experience in service delivery, customer success, account management, or consultative sales is preferred. Familiarity with CRM tools like Salesforce (SFDC) and standard business productivity tools. Excellent communication, negotiation, and problem-solving skills.
