• Manager, Customer Success Program

    Job Location(s) CA-ON-Brampton
    Requisition #
    2018-19659
    Category
    Sales
    Type
    Full-Time
  • Overview

    Iron Mountain is a global, Fortune 500 company that enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With almost 25,000 people strong and growing, we are the trusted guardian of our customers’ most critical assets. We work to protect and transform our customers’ information and assets through physical and technical storage solutions and have been a leader in records management since 1951.

     

    Iron Mountain was ranked #9 as the BEST COMPANY TO SELL FOR IN 2017 according to sellingpower.com. 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.

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    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

     

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

     

    Responsibilities

    The Manager, Customer Success Program (MCSP) position reports directly the Vice President and is responsible for collaborating with Canada Sales Leadership to establish and implement strategic direction for the Customer Success Manager (CSM) program, ensuring appropriate levels of support for our Sales Teams, and accounts requiring customized support models to meet their unique needs.

     

    Key Responsibilities Include, but are not limited:

    • Serve as a liaison with leaders across Canada Sales to implement internal process solutions, evaluate and recommend customer solutions, set expectations, identify issues with appropriate resolution and create synergy in efficiencies, processes and deliverables.
    • The MCSP, in partnership with leaders across Canada Sales, provides direction for the CSM Team through the design, implementation and re-engineering of business support programs. This position will use proven methodologies to analyze and categorize business challenges, and subsequently propose solutions for internal and external process improvement.
    • Partner with the Sales Leadership Team to attract and retain high level talent, while establishing a positive culture, and maximizing internal and external support.
    • Responsible for collaborating with Customer Care to optimize the manner in which Canadian Accounts are centrally supported, affording CSMs flexibility to focus on strategic initiatives.
    • Leads the strategic oversight and direction for CSM management of centralized initiatives (both operational and revenue generating), including; price increase processes (QPI, Q2W, Top200), contract renewal support, and account collection activities.

    Qualifications

    • Position requires 5 or more years leadership experience with proven customer service experience, supporting Fortune 500 organizations.
    • Must have strong time management skills, and ability to manage a team of 15-20 employees.
    • Ability to interact with executive leadership, and take guidance and direction from multiple internal stakeholders.
    • Candidates must have a strong background and knowledge of strategic account management, sales process and solution selling.
    • Some travel will be required, up to 30% depending upon the business needs.
    • Must have the ability to identify customer needs and translate customer needs into solution requirements.
    • Excellent written, oral and presentation skills.
    • Strong interpersonal skills.
    • Ability to effectively plan and possess strong analytical skills.
    • Ability to partner, influence and negotiate.
    • Ability to make decisions and think in broad terms, considering the impact to the entire company.

     

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