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Iron Mountain Digital Customer Success Manager in Boston, Massachusetts

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Iron Mountain is seeking a Sr Digital Customer Success Manager to join our Professional Services team. The Professional Services team is a critical part of our customer technology driven solutions, providing technology and software-as-a-service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities.

The Sr Digital Customer Success Manager role is responsible for the successful continuation of the GDS solution portfolio and nurturing customer’s digital transformation path while feeding into their digital strategy throughout their partnership with Iron Mountain.

Responsibilities:

  • Assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders.

  • Continue to build and improve existing customer success management operation

  • Management of customer success staff and support Director of Customer Success in team performance management, CS best practices, and day to day team management

  • Establishing strong customer relationships throughout the Implementation lifecycle that will further mature post-implementation

  • Direct line of communication and ‘face of Iron Mountain’ to customers

  • Customer follow-up to identify and develop new requirements to enhance the offerings as well as identifying potential new revenue streams

  • Maintain a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required.

  • Utilize and direct customer journey mappings to effectively track and monitor a customers success

  • Coordinate and target customer feedback engagement sessions - customer dependent – to collate and present common themes as well as highlighting ‘game-changing’ enhancements with repeatable and scalable revenue value

  • Drive customer references through successful engagements and activities

  • Responsible for timely, complete, and accurate input and management of customer activity to management.

  • Collaborate with all intercompany teams as required to provide customer success and support escalations

  • Responsible for driving escalations and issues to resolution

Required Qualifications:

  • Customer success experience, with a focus on complex services based organizations

  • Candidates must have a strong background and knowledge of digital strategy and transformation activities and solutions including SaaS, machine learning capability and technology, analytics, cloud storage, information governance, electronic content management, business process / workflow enablement and outsourcing, document and information capture.

  • Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:

  • Banking/Financial Services including Insurance

  • Energy

  • Media & Entertainment

  • Legal

  • Life Sciences/Pharma

  • Government/Public Sector

  • Excellent communication, teaming and presentation skills.

  • Strong business acumen and account planning skills.

  • Minimum of four-year college degree.

Travel Requirements:

< 5 % travel

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: gja_Sales

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.

Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0051379

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