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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.

REMOTE OPPORTUNITY

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.

Responsibilities

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

Customer Relationship:

  • 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

KPIs

  • Total account book of business revenue growth

  • Contributions to bookings

  • Contribution to cash collections/bad debt

  • Customer satisfaction and building customer loyalty

Qualifications

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

  • Team Player

  • 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

Requisition: J0034095

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