• Customer Relationship Manager, Mortgage & Lending

    Job Location(s) US-TX-Dallas
    Requisition #
    Product Management
    Work From Home (Virtual)
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.




    As Iron Mountain’s Information Governance & Digital Solutions (IGDS) organization expands its network of global partners, it requires that we create a role which is dedicated to supporting these critical business relationships. The IGDS Program Manager, Mortgage & Lending will serve as Iron Mountain’s primary operational and service management interface person with specifically-named IGDS partners.


    The Program Manager will work closely with assigned business partners to support and manage all aspects of the ongoing relationship, in support of the projects/business opportunities that are brought to Iron Mountain as a result. Additionally, this individual will proactively address the needs of both the partner and Iron Mountain, and ensure that Iron Mountain resources are working in a coordinated fashion based on detailed and accurate information.   He/she will demonstrate exceptional relationship skills in delivering the highest levels of customer satisfaction in what is a demanding, dynamic and rapidly changing environment.



    Customer Relationship Management


    • Promote and maintain a high standard of customer service and client relationship management ensuring the excellent reputation of the Iron Mountain brand is established and maintained at all times
    • Ensure that a comprehensive Communications Strategy is clearly defined and is published/updated to all relevant Iron Mountain personnel, and is monitored for compliance thereafter
    • Ensure that systems are in place to certify and notify contract specifications, Change Notices and other relevant information used by Iron Mountain employees to undertake client service delivery
    • Manage client feedback and non-conformance procedures relating specifically to key issues raised that are deemed damaging or threatening to the client relationship or commercial deliverables
    • To ensure that all assigned partners are fully and regularly briefed on Iron Mountain services, processes, procedures, performance criteria and other relevant information


    Internal Operational/Business Coordination


    • Liaise closely with key members of the IGDS Operations group and managers of the involved imaging facilities, ensuring that consistent communications in regards to service performance and client activity are properly maintained and understood
    • Liaise closely with other Program Managers (and like roles) both domestically and internationally to ensure all expectations are being met in relation to the delivery of solutions that span geographies
    • Liaise regularly with relevant IGDS Operations group members to agree, plan and organize detailed production schedules and priorities to meet or exceed client expectations
    • Liaise regularly with other Iron Mountain business organizations that may be required as part of each individual project
    • Monitor ongoing workloads to ensure that senior management are kept informed of any potential issues arising and ensure that relevant resources are available at time and place of need


    Internal and Partner Relationships


    • Ensure that all key partnership (internal and partner) stakeholders are regularly met and updated with current priorities and any issues that may impact work in progress, delivery schedules or pipeline forecasts
    • Keep partner stakeholders informed of all operational or supply chain issues, productivity improvements achieved, service improvement initiatives and cost saving opportunities where relevant to business objectives
    • Develop and manage a near-term and medium-term ‘pipeline forecast’ in liaison with key partner stakeholders and ensure that this is made available to the Service Delivery team at all times
    • Ensure a comprehensive client feedback and issues register procedure is in place and accessible to all relevant stakeholders, ensuring that all agreed actions are followed through to completion in a timely fashion
    • Develop and deliver a reporting package specific to Iron Mountain executive sponsors and issues that require attention/involvement, then report on the current state of the partner relationship
    • Work regularly with the Iron Mountain/Account Enterprise team to insure that all aspects of the relationship are being reported, other business line contracts are being kept in compliance, and that the overall goal of the partnership is being met


    Business/Project Opportunities


    • Accept/reject, prioritize, assess, and distribute new opportunities as brought to Iron Mountain by the partner
    • Work with IGDS field Consultants to delegate the creation of project-related deliverables such as Statements of Work/Requirements in consultation with the partner and their customers
    • Occasionally act the primary IGDS Consultant in responding to and providing a solution for a given business/project opportunity, including performing all associated tasks required for that role



    Quality Assurance and Continuous Improvement


    • Set, monitor and continually seek to improve client relationship processes utilizing suitable project management/relationship management practices, tools and applications
    • Ensure detailed, relevant and accurate process workflows are created/agreed for each individual account/contract, covering all aspects of service delivery and published to all relevant personnel (ensuring full compliance with required Change Control procedures thereafter)
    • Undertake investigation and report on any non-conformance incident received from clients or raised from within Iron Mountain in regards to major service failure or breach of contract (where “major service failure” encompasses any instance that may damage the reputation of Iron Mountain or its relationship with an individual client)
    • Identify business improvements relating to the processing and production of IGDS products and services through close monitoring and interrogation of market and competitor







    • Service-focused approach with strong customer management skills
    • Demonstrable leadership and interpersonal communications skills
    • Exceptional presentation attributes in corporate business environments across a variety of industries and cultures (required for international collaboration)
    • Sound working knowledge of technology-centric document management services and applications
    • Very well- organized with the flexibility to travel occasionally and at short notice
    • Exceptional problem solving skills, process and results driven
    • High level of financial awareness ideally gained within high-volume/low-value product delivery programs
    • Expert knowledge of Financial Services (Mortgage & Lending) Industry; both business and operations knowledge preferred
    • Understanding of/and previous experience with CRM applications, with a preference of Salesforce.com
    • Excellent project management skills
    • Working knowledge of high-volume document outsourcing services as well as a general understanding of business process management procedures and techniques
    • Excellent client relationship skills ideally gained business process management and workflow automation.
    • Expert Presentation skills of verbal and written information to clients at all levels of an organization
    • Direct experience of working with cross-border transactions and/or multi-national client base
    • Comprehensive experience and understanding of contract creation, implementation and delivery
    • Sound knowledge of data security in relation to client confidentiality and legislative compliance
    • Evidence of understanding of delivering data services against complex client demands
    • Experience working in a large shared-services corporate environment



    Compliance Obligations:


    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame