Iron Mountain
Customer Success Manager, Data Center
US | AZ | Remote
Sponsorship not specifiedDetected 29 days ago
Project ManagementSalesforceAccount ManagementAccountingCustomer SuccessCustomer SupportCommunicationMicrosoft OfficeSharePoint
About the role
- The Customer Success Manager (CSM) is the single point of contact for assigned customers with the objective of delivering outstanding customer service and driving excellent service quality.
Responsibilities
- Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners
- Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects - elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk.
- Manage multiple related installations in parallel
- Lead in person meetings and data center tours. Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
- Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle
- Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
- Excellent customer facing skills and a desire to drive high customer satisfaction
Requirements
- Bachelor's Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery
- Familiarity with ITIL service management
- Process oriented with the ability to effectively multi-task in a very fast paced environment
- Ability to thrive and be successful in an ever changing work environment
Nice to have
- Data center colocation experience a plus
Skills
- If so, let's start the conversation.
- Iron Mountain Data Centers, a division of Iron Mountain incorporated, is a leading provider of data center and colocation services.
- For more, visit www.ironmountain.com/data-centers.
- The Iron Mountain CSM oversees projects and business relationships.
Company info
- Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
- Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain's business with existing customers
- Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
- Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
- Provide second level support of our customers
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This listing is sourced directly from Iron Mountain's careers page and normalized into a canonical job model.