Customer Success Management
Core
Strategic partner supporting Global Account Managers and Managing Directors to oversee Iron Mountain's largest, high-profile, and most complex global customers, driving loyalty and retention through white-glove service.
Role type
Senior Customer Success Manager (Global Accounts)
Builds
Global account strategies, cross-selling/upselling opportunities, and operational execution for enterprise clients.
Domain
Records and information management, digital transformation, data centers, asset lifecycle management.
Deliverable
client delivery
Required skills
Global account management, strategic partnership building, RFP/SOW response, issue resolution, SLA execution, contract negotiation, Salesforce Dot Com (SFDC), bad debt management.
Preferred skills
Deep understanding of Iron Mountain's product portfolio, proactive problem-solving, global matrix navigation.
Responsibilities
Collaborate on global strategies to strengthen customer loyalty and uncover cross-selling/upselling opportunities; lead day-to-day account support including issue resolution, inventory transfers, and billing investigations; build and maintain strong partnerships with key customer contacts through recurring calls and Quarterly Business Reviews (QBR).
Seniority
Senior, hands-on IC with strategic scope