Customer Success Representative

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

JD CSR Chile 

The Customer Success Representative (CSR) is responsible for supporting the Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The ideal candidate will possess both a sales and operational background that enables them to successfully build and maintain relationships, advise customers, develop innovative programs, and expand across new business units on a global scale.

Responsibilities
GI Team Support and Partnership:

• Support the GI team to drive business, customer loyalty, and retention, on a global and/or local in-country scale(depending on scope of role)

• Collaborate in the development and execution of Global Account strategies

• Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams

• Assist the Global Account Managers, BDEs, and Managing Directors, as required

• Identify and uncover new opportunities through established relationships

• Day to day support, escalation, issue resolution, reporting

Customer Relationship:

• Build and maintain strong relationships with customer key contact

• Lead recurring calls to keep customers informed of key items/issues

• Ability to support and help lead Business Reviews

• Ability to navigate and interact internally/externally, on a global level

• Identify and support new opportunities (cross-sell and upsell); RFPs, SOWs, etc.

• Strengthen and maintain relationships with internal/external customers to provide best in class service, ensure the customer experience is optimal by all means necessary

Customer Strategy & Support:

• Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions, incidents, etc. 

• Accountable for managing bad debt

• Assists with contract negotiations, and operations

• Execute and implement price increases

• Ensure that customer agreements and contracts are upheld and executed correctly, including SLAs, reporting and other specialized processes

• Support key account selling activities including detailed responses to RFP’s, tracking activity in SFDC and forecasting

• Assist with creating and delivering QBRs

• Consistently overachieve targets through a customer-centric approach

• Update and maintain customer and prospect information, keep informed of innovative new products, competitive landscape and trends

• Break into new lines of business groups within the defined global accounts

• Understand customer needs and requirements, lead and oversee small to medium sized projects

KPIs

• Total account book of business revenue growth

• Contributions to bookings

• Contribution to cash collections/bad debt

• Customer satisfaction and building customer loyalty
   

Qualifications
 

• Bachelor’s Degree or equivalent experience

• 5+ years experience managing large, complex customer relationships

• Experience working with customers on a global level

• Strong customer service & engagement experience

• Strong phone presence and comfortable initiating conversations

• Self-starter and proactive problem solver

• Ability to work in a dynamic fast-paced environment

• Strong interpersonal skills

• Willing to work independently

• Team Player

• Ability to speak English

Category: Sales