Iron Mountain Customer Success Manager in Boston, Massachusetts
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
As a trusted partner to our clients there is a requirement that our Mountaineers must be vaccinated.
Job Summary :
The Customer Success Manager (CSM) role is a key member of the Iron Mountain Field Sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the BDEs in the Field Sales accounts.
Key Responsibilities :
Build and maintains customer relationships to understand the organizational business objectives and goals.
Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).
Ensure frequent communication with customer to enable superior customer satisfaction and to keep customer educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools. Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans.
Business Opportunity :
Aligned with seller on Low Share of Wallet accounts –driving the “wake-up” opportunity and/or High Share of Wallet accounts –complex customer matrix and high demand requirements.
Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions.
Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.
Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.
Research of account status to prepare for contract negotiations.
Responsible to assist in the Renewal and execute on the Renewal process when needed.
Use of internal systems to generate reports and analysis based on customer’s request. Ensures the timely completion of reports and analysis, and takes action based upon analysis to resolve or create opportunity
Keeps abreast of the competitive environment and impact on Field Sales accounts
The Customer Success Manager (CSM) is responsible for account selling activities working with the Business Development Executive (BDE) to provide detailed responses to RFP’s, tracking activity in Sales Force, conducting competitive research and knowledge of IRM product offerings.
Category: Customer Services & Support Group
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