CUSTOMER SUCCESS MANAGER

ABOUT IRON MOUNTAIN DATA CENTERS

Iron Mountain Data Centers, a division of Iron Mountain incorporated, is a leading provider of data center and colocation services. Our global portfolio consists of hyperscale-ready, strategic edge, and underground data centers comprising over 2.5 million square feet across twelve data centers in four countries. More than 1,100 customers including cloud providers, global enterprises, and local market organizations choose Iron Mountain Data Centers for our thirty-year proven track record, risk mitigation, and operational efficiency. Iron Mountain colocation facilities are sustainable and provide the most logical venue for hybrid IT with easy access to the carriers, cloud providers, exchanges, and IT services necessary for digital transformation. Comprehensive compliance support ensures highly-regulated enterprise and public sector customers are protected as they change their organizations to thrive in a multi-cloud world. We are guardians of change makers. For more, visit .

Job Summary

The Customer Success Manager (CSM) is the single point of contact for assigned customers with the objective of delivering outstanding customer service and driving excellent service quality. The Iron Mountain CSM oversees projects and business relationships.

Responsibilities

• Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
• Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with the NOC to ensure Iron Mountain service quality
• Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners
• Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects 6 elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk.
• Manage multiple related installations in parallel
• Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain92s business with existing customers
• Lead in person meetings and data center tours. Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
• Provides timely feedback to the company regarding service failures or customer concerns
• Key participant in major incident process
• Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle
• Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
• Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional
• Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
• Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain92s technical specifications and calculation logic.
• Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
• Provide second level support of our customers

Position Requirements

• Bachelor92s Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery

• A blend of business acumen, large-scale IT systems knowledge, governance, and operations

• Familiarity with ITIL service management

• Excellent customer facing skills and a desire to drive high customer satisfaction

• Process oriented with the ability to effectively multi-task in a very fast paced environment

• Attention to detail and strong administrative capabilities

• Comprehend equipment specifications, contract terms and conditions and statements of work

• Technical aptitude around data center power, cooling, networking, and cloud services

• Solid skills utilizing Microsoft Office products, preferably including SharePoint and Microsoft Project

• Ability to thrive and be successful in an ever changing work environment

• Strong work ethic and a positive approach to the job

• Demonstrate proficient sales capabilities to effectively manage customer expansion opportunities and contract renewals.

Preferred Additional Skills

• Data center colocation experience a plus

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS JOB. THEY ARE NOT INTENDED TO BE AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF INDIVIDUALS SO CLASSIFIED.