Customer Success Management Professional II

Iron Mountain


Date: Nov 25, 2022
City: Lincoln, NE
Contract type: Full time
Iron Mountain

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.


You will be working directly with one of our most important clients. This client is a large global public technology company and leader in social media. As they grow, their data center operation has been expanding at a breakneck pace, resulting in an ever-proliferating set of services for ITRenew to deliver. We are looking for polished customer success professionals to help further nurture the partnership at a tactical support level.


You will work shoulder- to-shoulder with the data center site leads, ITR technicians and other stakeholders to provide the highest-performance services for the site teams. You will act as the communication node amongst ITRenew and client members. Additionally, you will be acting as backup technical support for the ITRenew onsite ERAD Technician.


RESPONSIBILITIES


Communication and relationship building:



  • Serve the individual Data Center as the onsite lead and liaison between ITRenew and the client.

  • Position yourself as the primary resource onsite for any and all ITRenew/ERAD activity and work cross-functionally with our client data center teams both locally and globally.

  • Proactively communicate with client data center leads, technicians and stakeholders to understand areas of opportunity and service needs

  • Engage with lead stakeholders in strategic dialogue about ways in which the client and ITRenew can improve site performance through ongoing and new initiatives

  • Lead all scheduled communications with client data center leads, including but not limited to in-person meetings, phone calls and company messaging platforms.

  • Communicate ERAD performance to leadership to ensure ITRenew’s customer success team is fully informed of all key developments happening at the data center

  • Regularly meet one-on-one with all key stakeholders and partners to provide proactive updates, address problems and plan for upcoming initiatives

  • Publish site-specific weekly reporting of ERAD activity and analytic


Sustaining Operations



  • Maintain a highly visible and consistent presence on-site at the data center and in virtual meetings etc.

  • Monitor all ongoing services for quality, efficiency, and effectiveness

  • Ensure ITRenew provides the highest quality service at all times

  • Oversee and enter data into the systems/processes that track and monitor ITRenew’s performance

  • Lead daily check-ins with ITRenew ERAD technician to (i) make sure he/she is fully resourced and (ii) proactively address any potential issues

  • Regularly audit eradication room (ERAD room) to ensure proper physical organization/cleanliness and workflow efficiency and escalate findings as appropriate

  • Act as a facilitator to coordinate with client and internal teams to design and manage ad-hoc projects, and ensure proper execution

  • Escalate any/all potential issues as appropriate to mitigate any potential risk exposure to the client.

  • Share and develop best practices with other ITRenew Customer Success Managers

  • Manage Customer Success performance metrics and tracking systems

  • Responsible for developing and nurturing strong business relationships both internally and externally.


Operational Support



  • Provide back-up technical support for the ITRenew ERAD Technician. Responsibilities include but not limited to:

  • Physical destruction and logical sanitization of storage devices ensuring data is non-recoverable

  • Logical tracking and daily intercampus secure transport of storage media

  • Meticulous tracking of chain of custody records for all storage media

  • Safe and secure transport of storage media within client site as well as intercampus transport


REQUIREMENTS



  • Bachelor’s Degree

  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint

  • Knowledge of customer service practices

  • Ability to learn software programs for tracking and general data entry

  • 2-4+ years in account management and/or client services (technology company preferred but not required)

  • 2+ years work in high-end B2B services organizations preferred but not required

  • 2+ years of customer-facing experience

  • Demonstrable project management abilities including experience with leading complex projects with multiple stakeholders and familiarity with general PM best practices

  • Collaborative mindset to drive complex, cross-functional initiatives with decisiveness and adaptability

  • Must be a high-energy, self-starter who thrives in entrepreneurial and collaborative environments; management experience in a startup or growth company is highly regarded but not required

  • Extensive experience navigating complex, matrixed organizations in a friendly but effective manner

  • Excellent communication skills, verbal and written, with the ability to effectively collaborate with engineering, legal, compliance, logistics, and data center management teams

  • Well-organized, with a high attention to detail, ability to prioritize and to multitask

  • Patient and active listener

  • High comfort level in a fast-paced, entrepreneurial, and innovative organization

  • High comfort level with building programs and ambiguity

  • Must operate with the high empathy/EQ essential to effectively foster an inclusive, high-performing culture that takes pride in world-class customer service

  • Natural and proactive relationship building skills

  • Experience in the data center industry is a plus but not required


Category: gja\_Sales


Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.


Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.


Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.


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: J0053794



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