Customer Success Specialist

The Customer Success Representative (CSR) is responsible for supporting the Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The ideal candidate will possess both a sales and operational background that enables them to successfully build and maintain relationships, advise customers, develop innovative programs, and expand across new business units on a global scale.
ResponsibilitiesGI Team Support and Partnership:Support the GI team to drive business, customer loyalty, and retention, on a global and/or local in-country scale(depending on scope of role)Collaborate in the development and execution of Global Account strategiesCollaborate cross-functionally within all levels of the organization and advocate for external and internal teamsAssist the Global Account Managers, BDEs, and Managing Directors, as requiredIdentify and uncover new opportunities through established relationshipsDay to day support, escalation, issue resolution, reporting
Customer Relationship:Build and maintain strong relationships with customer key contactLead recurring calls to keep customers informed of key items/issuesAbility to support and help lead Business ReviewsAbility to navigate and interact internally/externally, on a global levelIdentify and support new opportunities (cross-sell and upsell); RFPs, SOWs, etc.Strengthen and maintain relationships with internal/external customers to provide best in class service, ensure the customer experience is optimal by all means necessary
Customer Strategy & Support:Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions, incidents, etc.Accountable for managing bad debtAssists with contract negotiations, and operationsExecute and implement price increasesEnsure that customer agreements and contracts are upheld and executed correctly, including SLAs, reporting and other specialized processesSupport key account selling activities including detailed responses to RFP’s, tracking activity in Salesforce and forecastingAssist with creating and delivering QBRsConsistently overachieve targets through a customer-centric approachUpdate and maintain customer and prospect information, keep informed of innovative new products, competitive landscape and trendsBreak into new lines of business groups within the defined global accountsUnderstand customer needs and requirements, lead and oversee small to medium sized projects
KPIsTotal account book of business revenue growthContributions to bookingsContribution to cash collections/bad debtCustomer satisfaction and building customer loyalty
Qualifications
Bachelor’s Degree or equivalent experience5+ years experience managing large, complex customer relationshipsExperience working with customers on a global levelStrong customer service & engagement experienceStrong phone presence and comfortable initiating conversationsSelf-starter and proactive problem solverAbility to work in a dynamic fast-paced environmentStrong interpersonal skillsWilling to work independentlyTeam PlayerAbility to speak English