Senior Customer Success Manager
3 days ago
Iron Mountain Inc is seeking a highly skilled Senior Customer Success Manager to join our Professional Services team. As a key member of our team, you will be responsible for ensuring the successful continuation of our GDS solution portfolio and nurturing customers' digital transformation path while feeding into their digital strategy throughout their partnership with Iron Mountain.
Key Responsibilities:- Assist customers in having clear and concise success criteria post-implementation and receive world-class enablement support for their users and stakeholders.
- Establish strong customer relationships throughout the implementation lifecycle that will further mature post-implementation.
- Direct line of communication and 'face of Iron Mountain' to customers.
- Develop and execute strategies and plans to drive adoption, customer retention, and expansion.
- 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 customer's success.
- Conduct regular engagement sessions with the customer to assess product functionality, best practices, new product features and enhancements, and address any challenges.
- Drive customer engagement through usage, analyzing data to identify trends, patterns, new opportunities, and areas for improvement.
- 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 measuring and providing customers with committed value/ROI/proposed outcomes.
- Responsible for driving escalations and issues to resolution to management.
- Customer success experience, with a focus on Enterprise and Mid-Market companies in complex services-based organizations.
- Ability to handle challenging customer situations with empathy, professionalism, and patience.
- Proven experience in an account management role, strong project management skills, and a strategic thinking and problem-solving mindset.
- Ability to communicate professionally to senior-level roles, both internal and external.
- 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: Energy, Media & Entertainment, Legal, Life Sciences/Pharma, Government/Public Sector.
- Familiarity with CSP (customer success platform) software and customer success tools.
- Strong analytical background, specifically focused on customer success performance metrics.
- Proactively identify and mitigate risks to prevent churn or customer dissatisfaction.
- Excellent communication, teaming, and presentation skills.
- Minimum of four-year college degree.
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.
Reasonably expected salary range: $76,900.00 - $102,500.00
Iron Mountain is committed to intentionally creating and supporting an inclusive and diverse workforce.
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