Customer Success Manager

The Customer Success Manager (CSM) role is a key member of the Iron Mountain Regional Public Sector team for the UK, supporting all service lines. In partnership with the Directors, Account Managers and Business Development Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field AM's and BDEs in the Regional Public Sector accounts.

Relationship Management:

• Build and maintains customer relationships to understand the organisational business objectives and goals. Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of Iron Mountain solutions, Quarterly Business Reviews/FBR structure/timetable,).


• Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customer educated on emerging industry trends related to customer's organisational information management needs.


• Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools. Assist the sales team with producing and managing proposals/quotes, creation of Pricing Models, SOWs, and account plans.


Business Opportunity:

• Assess assigned customer's current and potential needs, determining appropriate Iron Mountain products and solutions.


• Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.


• Assists in the positioning of alternative ways of creating the real value of IRM's total solution offerings for clients through their relationship and customer support.


• Research of account status to prepare for contract negotiations. Responsible for managing and executing the Renewal process


• Keeps abreast of the competitive environment and impact on Public Sector accounts.


Contract Renewals and Negotiations:

• 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 for identifing, through relationships and reporting, accounts that are at risk to terminate and drive strategy to retain those accounts.


Customer Experience and Escalations:

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


• 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.


• Save accounts at risk and defining possible solutions to customer issues to lead to retention.


• Ensure compliance with all UK wide laws, as well as, Iron Mountain policies and procedures.


• Stay informed of trends and changes in Records/Information/Data Protection and Digital Industry.


• Develops and records individual performance goals and objectives.


• Maintain working partnership with Markets, Area and Corporate teams.
  
  This role is required to have general business acumen and understand IM's solution offerings and its competitive environment.


• This role requires a deep understanding of IM's services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments.


Category: Sales

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., 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.