Senior Customer Success Manager

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.

Iron Mountain is seeking a Senior Digital Customer Success Manager to join our Professional Services team. The Professional Services team is a critical part of our customer technology driven solutions, providing technology and software-as-a-service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities.

The Senior Digital Customer Success Manager role is responsible for the successful continuation of the Global Digital Solutions (GDS) portfolio and nurturing customer’s digital transformation path while feeding into their digital strategy throughout their partnership with Iron Mountain.

This role will require both Greek and English fluency.

Your role in our mission:

• Assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders.

• Establishing strong customer relationships throughout the Implementation lifecycle that will further mature post-implementation

• Direct line of communication and ‘face of Iron Mountain’ to customers

• Develop and execute strategies and plans to drive adoption, customer retention, and expansion

• Maintain a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required.

• Utilize and direct customer journey mappings to effectively track and monitor a customers success

• Conduct regular engagement sessions with the customer to assess product functionality, best practices, new product features and enhancements, and address any challenges.

• Drive customer engagement through usage, analyzing data to identify trends, patterns, new opportunities, and areas for improvement.

• Responsible for timely, complete, and accurate input and management of customer activity to management.

• Collaborate with all intercompany teams as required to provide customer success and support escalations

• Responsible for measuring and providing customer with committed value/ROI/proposed outcomes

• Responsible for driving escalations and issues to resolution to management

Valued skills and experience:

• Fluent in English and Greek languages

• Customer success experience, with a focus on Enterprise and Mid-Market companies in complex services based organizations

• Ability to handle challenging customer situations with a empathy, professionalism and patience

• Proven experience in an account management role, strong project management skills, and a strategic thinking and problem-solving mindset

• Candidates must have a strong background and knowledge of digital strategy and transformation activities and solutions including SaaS, machine learning capability and technology, analytics, cloud storage, information governance, electronic content management, business process / workflow enablement and outsourcing, document and information capture.

• Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:

• Banking/Financial Services including Insurance

• Energy

• Media & Entertainment

• Legal

• Life Sciences/Pharma

• Government/Public Sector

• Familiarity with CSP (customer success platform) software and customer success tools

• Strong analytical background, specifically focused on customer success performance metrics

• Proactively identify and mitigate risks to prevent churn or customer dissatisfaction

• Excellent communication, teaming and presentation skills.

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

#LI-remote

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

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: J0073885