Iron Mountain Global Strategic Account 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.
The Global Strategic Account Manager (GSAM) role is to act as a global leader for assigned Global Strategic Accounts responsible for anticipating and supporting our global customer requirements and strategic needs by deeply understanding a particular vertical/industry. The GSAM is acutely familiar with the way in which our global customers are structured and the complexities involved in buying/operating globally vs. locally. As such, the GSAM must drive, influence and coordinate the execution of managing the customer partnership through internal resources across various geographies. The GSAM builds strategic customer relationships and focuses on retaining, building customer loyalty, and partnering with the Managing Director on growing the account.
GSA Team Partnership and Leadership:
Partner with the Managing Director and support the GSA team to drive business, customer loyalty, and retention - on a global scale
Collaborate in the development and execution of Global Account strategies
Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams
Accountable for all account management functions for the respective assigned GSAs, on a global scale
Partner with key internal/external stakeholders to ensure optimal results for the customer and Iron Mountain
Ensure regular proactive communications are occurring with customers, including recurring issue resolution, operational review calls, and one-on-one meetings
Identify and assess customer’s needs, use unique insights and consultative techniques to teach customers about their industry and link compelling solutions from Iron Mountain’s portfolio to address key customer priorities
Customer Strategy & Support:
Continuously identify and pursue new revenue opportunities across all product lines, use best practices from verticals, and work with country and regional teams to win new business
Assists with the development and implementation of the global account strategy and account plans through understanding the client’s global operating model, planning and decision making channels, as well as their value proposition.
Manage and oversee all key account management aspects, including bad debt, incident management, reporting, SLA management, etc.
Strengthen and build trusting relationships with the customer by educating them on new issues and outcomes in their industry, recommending solutions, and helping them avoid potential land mines
Drive and guide contract re/negotiation utilizing GSA team resources to support the re/negotiations initiatives
Ensure that Iron Mountain meets/exceeds customer contractual process adherence (SLAs, credits, payment terms, special processes, rates)
Monitor spend and billing (spending trends, verification of billable activities is occurring, etc.)
Implement and ensure that all price increases are executed according to the contract
Contract management and assist with the creation, including GSAs/MSAs and other agreements
Create and lead QBRs for assigned GSAs
Lead, scope, building proposals, and oversee customer projects
Total account book of business revenue growth
Contributions to bookings
Contribution to cash collections/bad debt
Customer satisfaction and building customer loyalty
Global Strategic Account Manager:
Bachelor’s Degree or equivalent experience
Ability to write and speak in English
8+ years experience managing large, complex customer relationships
Experience working with customers on a global level
Understanding of Iron Mountain’s organizational structure and hierarchy, on a global scale
Strong understanding of Iron Mountains product and services
Strong customer service & engagement experience
Strong phone presence and comfortable initiating conversations
Self-starter and proactive problem solver
Ability to work in a dynamic fast-paced environment
Strong interpersonal skills
Willing to work independently
Travel - up to 25%
Category: Sales Group
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
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