Senior Customer Success Manager

20 hours ago

Raleigh, North Carolina, United States Iron Mountain Inc Full time
Senior Digital Customer Success Manager

Iron Mountain is seeking a highly skilled Senior Digital 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 paths.

Key Responsibilities:
  • Assist customers in defining clear success criteria post-implementation and provide world-class enablement support for their users and stakeholders.
  • Establish strong customer relationships throughout the implementation lifecycle and drive customer retention and expansion.
  • Act as the direct line of communication and 'face of Iron Mountain' to customers, providing exceptional customer service and support.
  • Develop and execute strategies and plans to drive adoption, customer retention, and expansion, utilizing customer journey mappings to effectively track and monitor customer success.
  • Conduct regular engagement sessions with customers 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.
  • Measure and provide customers with committed value/ROI/proposed outcomes.
  • Drive escalations and issues to resolution to management.

Requirements:

  • Customer success experience, focusing 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.
  • 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.
  • Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries.
  • Familiarity with customer success platform (CSP) software and customer success tools.
  • Strong analytical background, specifically focused on customer success performance metrics.
  • Proactively identifying and mitigating risks to prevent churn or customer dissatisfaction.
  • Excellent communication, teaming, and presentation skills.
  • Minimum of a four-year college degree.

Travel Requirements: Less than 5% travel.

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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