Lead, Self-Service Adoption

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Self-Service Adoption Specialist is responsible for developing and executing a strategic plan to significantly increase the utilization of the IMConnect self-service platform among North American (NA) customers. This role focuses on driving efficiency, enhancing the customer experience, and reducing reliance on direct support by promoting digital self-service channels.

1. Strategic Adoption & Promotion

• Promote Self-Service Adoption to NA Customers by developing targeted marketing and communication campaigns that highlight the value proposition (speed, access, control) of the IMConnect self-service features.

• Analyze NA customer support data to identify key self-service opportunities and measure adoption rates and impact.

2. Support & Content Management

• Create and provide assistance on IMConnect-related self-service adoption queries through Salesforce. This includes developing, maintaining, and updating comprehensive Knowledge Base (KB) articles, FAQs, and support templates within the Salesforce platform to empower both customers and internal support teams.

• Monitor and analyze adoption-related queries within Salesforce to identify common barriers and continuously improve the self-service user experience.

3. Stakeholder Engagement & Outreach

• Reach out to end users and IMGA contacts to drive self-service adoption, offering personalized guidance, addressing specific concerns, and demonstrating the direct benefits of using the self-service platform for their daily tasks.

• Schedule calls with GAM (Global Account Managers), CSM (Customer Success Managers), and CSR (Customer Service Representatives) to discuss the adoption strategy, secure their buy-in and approvals to integrate self-service promotion into account plans, and define collaborative roles for driving adoption within partnered companies.

4. Training & Enablement

• Schedule trainings and enroll users for an IMConnect walkthrough of the process, ensuring comprehensive understanding of core self-service functionalities (e.g., status checks, request submission, troubleshooting).

• Develop engaging, high-quality training materials (live demos, recorded sessions, user guides) tailored for various NA customer segments and roles.

• Proven experience in customer success, support operations, training, or product adoption, preferably in a SaaS or technology environment.

• Strong proficiency with Salesforce Service Cloud, particularly in managing Knowledge Articles and case queues.

• Excellent written and verbal communication skills, with the ability to clearly articulate technical benefits to non-technical audiences.

• Demonstrated ability to influence internal and external stakeholders (GAM, CSM, C-level contacts).

• Experience engaging with a North American customer base is highly desirable.