Customer Success Manager, Data Center

Iron Mountain is a leading provider of data center and colocation services. The Customer Success Manager (CSM) serves as the primary advocate for assigned customers, ensuring high-quality service delivery and satisfaction while managing projects and business relationships.

Responsibilities:

• Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
• Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with the NOC to ensure Iron Mountain service quality
• Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners
• Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects – elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk
• Manage multiple related installations in parallel
• Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers
• Lead in person meetings and data center tours. Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
• Provides timely feedback to the company regarding service failures or customer concerns
• Key participant in major incident process
• Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle
• Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
• Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional
• Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
• Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic
• Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
• Provide second level support of our customers

Requirements:

• Bachelor's Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery
• A blend of business acumen, large-scale IT systems knowledge, governance, and operations
• Familiarity with ITIL service management
• Excellent customer facing skills and a desire to drive high customer satisfaction
• Process oriented with the ability to effectively multi-task in a very fast paced environment
• Attention to detail and strong administrative capabilities
• Comprehend equipment specifications, contract terms and conditions and statements of work
• Technical aptitude around data center power, cooling, networking, and cloud services
• Solid skills utilizing Microsoft Office products, preferably including SharePoint and Microsoft Project
• Ability to thrive and be successful in an ever changing work environment
• Strong work ethic and a positive approach to the job
• Demonstrate proficient sales capabilities to effectively manage customer expansion opportunities and contract renewals
• Data center colocation experience a plus