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Customer Success Manager

Company: Iron Mountain Incorporated
Location: Honolulu
Posted on: January 16, 2022

Job Description:

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn't just embrace what's exceptional. It creates exceptional. As a trusted partner to our clients there is a requirement that our Mountaineers must be vaccinated. Job Summary: The Customer Success Manager (CSM) role is a key member of the Iron Mountain Field Sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either direc tly or indirectly for the BDEs in the Field Sales accounts . Key Responsibilities: Relationship Management:

  • Build and maintains customer relationships to understand the organizational business objectives and goals.
  • Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements ( new sales opportunities, service level expectations, training of IM solutions, QBR/ FBR structure/timetable , ).
  • Ensure frequent communication with customer to enable superior customer satisfaction and to keep customer educated on emerging industry trends related to customer's organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
  • Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools. Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans. Business Opportunity:
    • Aligned with seller o n Low Share of Wallet accounts - driving the "wake - up" opportunity and/or High Share of Wallet accounts - complex customer matrix and high demand requirements.
    • Assess assigned customer's current and potential needs, determining appropriate Iron Mountain pr oducts and solutions.
    • R esponsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.
    • Assist s in the positioning of alternative ways of creating the real value of IRM's total solution offerings for clients through their relationship and customer support.
    • Research of account status to prepare for contract negotiations.
    • Responsible to assist in th e Renewal and execute on the Renewal process when needed.
    • Use of internal systems to generate reports and analysis based on customer's request. Ensures the timely completion of reports and analysis, and takes action based upon analysis to resolve or crea te opportunity
    • Keeps abreast of the competitive environment and impact on Field Sales accounts
    • The Customer Success Manager (CSM) is responsible for account selling activities working with the Business Development Executive (BDE) to provide detailed res ponses to RFP's, tracking activity in Sales Force , conducting competitive research and kno wledge of IRM product offerings. Category: Customer Services & Support Group 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 Value s 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.

Keywords: Iron Mountain Incorporated, Honolulu , Customer Success Manager, Executive , Honolulu, Hawaii

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