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 Purpose: Responsible for both the pro-active and re-active account and contract management, and problem resolution for regional Iron Mountain- Digital direct customers (excluding IPM) that results in the protection of the number of active customers, their collective revenue and a measurable increase in their Total Customer Satisfaction (TCS).
Responsibilities:
- Hit 100% of revenue renewal goals for defined regional/ segment assignment.
- Document, coordinate, and escalate (as needed) for the successful resolution of customer problems (non-technical support related).
- Assist with the coordination of on-boarding for new customers and account migrations, with appropriate technical resources.
- Build and leverage customer relationships to help facilitate the passing of cross selling/up-selling opportunities to the appropriate regional sales executive to close and maximize revenue.
- Document and update account, contact and opportunity information in customer relationship management tools.
- Identify and coordinate the delivery of customer-facing projects that will enhance the customer’s experience and or drive additional revenue opportunities for Iron Mountain Digital (LV4 migration, BRAD conversion, etc).
- Represent the customer’s needs as an internal customer advocate on internal projects.
- Manage customer expectations with other Iron Mountain Digital team members (sales, support, finance, client services) to achieve Total Customer Satisfaction (TCS).
- Proactively and consistently engage customer contacts through surveys and defined customer touch points that influences, measures and documents Total Customer Satisfaction (TCS).
- Keep abreast of product functionality and backup, recovery, off site management and archive industry and key competitors.
- Attend and participate in site and sales training.
$ads={1}
Key Skills, Requirements and Competencies:
- High energy and positive attitude.
- Good follow through and attention to detail.
- Good communication skills, verbal and written.
- Desire to learn and grow.
- Minimum of 2-3 years experience working with customers face to face or over the phone in a customer service, account management or support position.
- Education/Experience: Four year college degree, or equivalent experience.
- Background in IT Solutions is a plus
- Willing to work in Samut Prakarn, Thailand
Category: 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 accommodationrequest@ironmountain.com. 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: J0060035
