Iron Mountain is seeking a proactive Customer Success Manager (CSM) to join our National and Vertical Sales team.
In this role, you'll have the opportunity to serve as a key partner to our public sector and enterprise clients, fostering strong relationships that maximize customer satisfaction and account retention. Here, your consultative approach will help uncover growth opportunities within existing accounts while ensuring our clients receive world-class service across all our solution lines. You will play a vital role in connecting client objectives with our information management capabilities to deliver lasting value.
What You'll DoIn this role, you will:
- Drive Relationship Management: Cultivate trusted partnerships with key customer decision-makers, conducting regular Strategic Business Reviews to align customer goals with Iron Mountain solutions.
- Expand Account Value: Assess customer needs to uncover growth opportunities within assigned accounts, positioning tailored records management and digital solutions.
- Manage Renewals & Negotiations: Partner with Account Executives on contract renewals and RFP responses, negotiating pricing structures and SLAs to protect and retain key accounts.
- Enable Sales Operations: Collaborate across internal teams using Salesforce to generate accurate quotes, Price Approval Models, and Statements of Work.
- Resolve Escalations & Ensure Retention: Investigate service and billing issues promptly, working with field operations and customer care teams to deliver swift resolutions for at-risk accounts.
What You'll Bring The ideal candidate will have:
- 4-year college degree in business or a related field.
- Strong knowledge of Records Management, Digitization, and Asset Lifecycle Management solutions.
- Proven ability in account management, contract negotiation, and public sector client engagement (Federal).
- Demonstrated expertise in navigating RFPs, managing SLAs, and resolving complex client escalations.
- Willingness to travel up to 10% as needed (Metro DC area).
What We Offer- Competitive compensation and benefits aligned with experience.
- Flexible work options/alternative work options to support work-life balance.
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and professional growth.
Ready to build strong client connections and champion customer success? Click apply to connect with our team today!
Category: Sales
