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.

　　Job Summary:

　　The Customer Success Manager (CSM) role is a key member of the Iron Mountain Sales team supporting all service lines. In partnership with the Account Manager (AM) and Inside Sales Rep (ISR). The primary goal of a CSM is to increase customer retention and reduce churn rates by driving customer loyalty, advocacy, and upsell opportunities.

　　Key Responsibilities:

　　On boarding of New Customers:

　　Customer Accreditation Process – Supports in processing and satisfying customer requirement to get the organization accredited as a local vendor / partner to enable sales to eligibly transact with prospective customers.

　　CSMs help new customers get them started by assisting them on all documentation requirements to comply with our internal processes to support after sales service.

　　Relationship management:

　　CSMs build strong relationships as the primary point of contact to address customer concerns and serve as a trusted advisor, understanding their needs and goals, and proactively addressing any issues or concerns they may have.

　　Conduct compliance assessments, identify risks and perform root cause analysis and lead action in directing internal and external teams in issue resolution/corrective actions

　　Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue.

　　Customer success planning: CSMs works in tandem to support all regional and local marketing initiatives to ensure that all leads generated through marketing activities are track, responded and qualified prior to handover to the right sellers for sales advancement.

　　Upselling and cross-selling: CSMs identify opportunities to upsell and cross-sell additional products or services to existing customers via coordination with marketing during lead generation.

　　Customer feedback and advocacy: CSMs gather customer feedback and insights to improve product or service offerings and help customers become advocates for the company by sharing their positive experiences with others.

　　Metrics and reporting: CSMs track and report on key metrics particularly on lead generations, webinars, web inquiries and or customer phone in to measure the success of the customer success program.

　　Collaboration with internal teams: CSMs work closely with sales, marketing, customer care and support teams to ensure a seamless customer experience and drive customer success.

　　Support Bid Process: Prepares bid documents by ensuring completeness of eligibility and technical responses in coordination with the commercial seller. Procure bid docs and necessary insurance coverage required to participate in the bid process.

　　Contract Renewals and Negotiations: Responsible for the contract renewal initiatives to ensure business continuance with existing customers.

　　The Customer Success Manager (CSM) partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract.

　　Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts.

　　Responsible for final account profitability through leading negotiation process and ensuring an acceptable on time outcome from a pricing, profitability, liability, operational, and SLA perspective for accounts. Responsible for identifying areas of opportunity, securing resources and driving sales process to assist in scoping and pricing for special projects within assigned accounts.

　　Customer Site Tour Coordination:

　　Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations

　　Qualifications:

　　3+-5+ years sales or customer service experience, with exposure to mid to large sized accounts, and a proven record of consistent accomplishment.

　　Highly motivated and organized person, work well with people from both ends (internal and external) performing voice, remote on-line meetings and/or customer facing activities.

　　Proven history of establishing and developing strong partnerships with prospects and customers.

　　Experience as a lead for accounts, managing relationships with all levels in an organization.

　　Experience working across all levels of a highly matrixed global organization.

　　Understands Basic Contracts Terms and Conditions (T&C’s), Service Level Agreements (SLA’s), & P&L

　　Proficient with Excel, Word and other related Systems

　　Willing to work in Samut Prakan, Thailand, Full onsite setup

　　Category: Sales

　　Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

　　Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

　　If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. See the Supplement to learn more about Equal Employment Opportunity.

　　Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

　　To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

　　Requisition: J0069995