Iron Mountain Hiring for Senior Executive – Customer Support at Mumbai, India Full Time

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Job Summary: The Customer Success Manager (CSM) role is a key member of the Iron Mountain Field Sales team for supporting all service lines. In partnership with the Directors 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 BDEs in the Field Sales accounts. The CSM should be skilled in understanding customer business needs, creating solutions using Iron Mountain’s services, documenting and presenting solutions, and identifying strategic client opportunities. The CSM must be able to demonstrate success in servicing enterprise-level clients and providing high-quality client solutions to senior-level executives.

Key Responsibilities:

Understand the customer’s business model and decision-making channels; build and maintain customer relationships with key decision makers to understand business objectives and enable customer satisfaction

Support the Business Development Executive (BDE) in selling and renewal activities by identifying gaps in the current contract and service levels and understanding customer needs in order to successfully renew and up/ cross-sell the contract

Ensure acceptable client outcomes across several dimensions, including pricing, profitability, liability, and compliance

Manage escalated service and billing issues to ensure all appropriate actions by other parties are taken to resolve issues and support positive client experiences

Serve as a liaison between IRM and the customer across interaction points including pricing, billing, and invoicing requirements

Qualifications:

4-year College/University graduate or 1-3 years prior experience in a sales or customer support role

Strong work ethic, disciplined, resilient, self-starter, and coachable

Strong operational and organizational skills

Good communicator (verbal and listening), balanced temperament, problem solving skills, and high emotional intelligence.

Basic understanding of the customer lifecycle, especially cross-/up-sell, renewals, and issue resolution (knowledge gained through structured onboarding program or prior customer success experience)

Ability to understand customers’ service needs and develop and execute customer plans in line with the sale organization’s objectives

Analytical skills to use data and reporting dashboards to understand client opportunities, solve strategic challenges, and drive profitable growth

Ability to interact with all levels within the sales organization, as well as, across horizontal and vertical levels within a customer’ organization.

Category: gja_Sales Operations Group

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: J0046707X