Customer Success Manager

Overview

Drive customer loyalty, retention and revenue growth within National and Vertical Sales accounts, partnering with Directors and Account Executives to support all service lines in North America.

What you'll do

• Develop and maintain relationships with key customer decision-makers, understanding their organizational business objectives and keeping them educated on emerging industry trends.
• Lead contract strategy and renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention.
• Manage customer experience and compliance by researching escalated service and billing issues and executing ad-hoc requests (such as reports or audits) in accordance with service level agreements.
• Ensure adherence to Federal, State, and Local laws, as well as Iron Mountain policies.

What you'll need

• Four-year college degree.
• Deep understanding of Iron Mountain's services, programs, workflows, systems, and processes across all lines of business.
• Proven ability in relationship management and persuasion, proactively uncovering additional contacts and key decision-makers.
• Strong business acumen and knowledge of Iron Mountain's solution offerings and the competitive environment.

Details

• Location: PA, US (remote).
• Flexible work options and alternative work options are offered.