Job Summary
Iron Mountain is seeking a motivated Customer Success Manager to join our Field Sales team. In this role, you will be responsible for driving customer loyalty, ensuring the delivery of high-quality services, and identifying strategic opportunities for revenue growth within enterprise-level accounts. You will join a high-performing partnership of Directors and Business Development Executives dedicated to providing superior information management solutions to senior-level executives.
What You'll Do
In this role, you will:
- Drive Customer Loyalty and Retention: Build strategic partnerships with key decision-makers to understand business objectives, providing frequent tactical communication and education on industry trends to ensure superior satisfaction and retention.
- Strategic Account Development: Collaborate with the Field Sales team to assess client needs, develop business plans, and position Iron Mountain's total solution offerings to create real value and identify new sales opportunities.
- Operational Excellence and Compliance: Manage the customer onboarding process, lead the resolution of complex service or billing escalations, and ensure all activities comply with organizational standards and Federal, State, and Local regulations.
What You'll Bring
The ideal candidate will have:
- Relevant Professional Experience: Proven experience in account management or customer success, specifically servicing enterprise-level clients and presenting to senior executives.
- Solution-Based Expertise: Strong knowledge of creating and documenting client solutions using integrated service lines and information management industry trends.
- Strategic Relationship Management: Proven ability in stakeholder management, employing persuasion to align partnership strategies with customer requirements.
- Analytical Proficiency: Experience managing commercial audits, executing performance metrics (such as Net Promoter Score and Customer Satisfaction), and utilizing data to define retention solutions.
What We Offer (Benefits)
- Location: Shah Alam, Malaysia
- Work-Life Balance: Flexible work options and generous paid time off to support your well-being.
- Health & Wellness: Comprehensive health, dental, and retirement plans.
- Professional Development: Opportunities for continuous learning and professional growth within a global organization.
Call to Action
Are you ready to help our customers secure and manage their most valuable assets Apply today to join the Iron Mountain team!
