Customer Success Manager
Iron Mountain
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 $78,800 - $105,100 per year
About the role
- Drive Strategic Account Growth: Proactively identify "wake-up" opportunities in low-utilization accounts by assessing customer needs and positioning Iron Mountain’s total suite of Information Management solutions to increase revenue and market share.
- Execute Complex Contract Lifecycles: Lead the renewal and Request for Proposal process by negotiating pricing and Service Level Agreements, managing contract compliance escalations, and conducting deep-dive research to prepare for high-stakes negotiations.
- Champion the Customer Experience: Act as a senior relationship lead to resolve complex service or billing escalations and conduct Quarterly Business Reviews that align Iron Mountain’s emerging industry trends with the customer’s business objectives.
Requirements
- 5+ years of experience in Customer Success or a related field.
- Strong knowledge of Information Management services, including a deep understanding of programs, workflows, and multi-line business systems.
- Proven ability in relationship management and negotiation, with the skill to influence key decision-makers and manage complex Request for Proposal (RFP) responses.
- General business acumen and the ability to communicate effectively in a professional environment; proficiency in both French and English is preferred.
Benefits
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and professional growth.
- Flexible work options and paid time off/holidays to support your well-being.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Information Management servicesRequest for Proposal (RFP)contract compliancenegotiationpricing strategiesService Level Agreements (SLA)business workflowsmulti-line business systems
Soft skills
relationship managementinfluencecommunicationcustomer experienceproblem resolutionbusiness acumen