• Technical Account Manager

    Job Location(s) US-VA-Manassas
    Requisition #
    Information Technology
  • 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





    The Technical Account Manager (TAM) is an integral part of the organization. This TAM is a professional technical services manager responsible for co-coordinating the delivery of services into key hyperscaler customers. The TAM plays a vital role in creating healthy long-term service relationships with customers, acting as the bridge between the client and our operational delivery teams.


    The key responsibility of the TAM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. The Sr. TAM is the single point of contact for assigned hyperscaler customer(s) with the objective of delivering outstanding customer service and driving excellent service quality.


    To succeed in this role, you will need to be a self-starter who proactively ensures customer satisfaction on all assigned accounts. The TAM oversees projects and business relationships for key hyperscaler customer(s). The TAM will have a strong ability to navigate and build relationships within all of the critical departments of our organization to assist in providing world class service.


     This is a Senior Level role with high visibility to Senior Level Management


    Major Responsibilities:

    • Service Internal and External Customers: Building trust, loyalty and solid long-term relationships with key decision-makers at customer accounts and internally with IMDC teams
    • Manages aspects for project implementation of Data Centers products and services, including hyperscaler customer installations and related projects – elicit requirements, support contract approval process, monitor and summarize process of project schedule, evaluate and analyze risk
    • Project Management responsibilities include oversight and delegation of project scopes and objectives, project planning documentation, communication, task resource availability management, change and risk management, project performance tracking, ensuring all team managed projects are completed to high standards of quality, on time, within scope and budget.
    • Develop project schedule and monitor/update as project progresses; including communications both externally to the customer and internally to the project team and executives
    • Documents customer interactions in the SalesForce and Service Now systems on a daily basis to support seamless experience across the customer lifecycle
    • Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, to promote the business needs of the customer
    • Serve as the primary customer advocate and management focal point for all assigned key customer(s), exercising independent judgement and discretion to resolve customer escalations
    • Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
    • Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional


    Position Requirements:

    • Minimum of Five years of experience in account management, customer support, project management, or data center / IT service delivery
    • Proven track record of successfully managing long-term relationships with clients in a service business.
    • Demonstrated track record of implementing service delivery, customer lifecycle development with hyperscale customers
    • Exceptional interpersonal skills, strong communication, goal oriented, and self-motivated team player
    • Extremely high level of skill in delivering customer-facing service management and a desire to drive high customer satisfaction
    • Excellent time management, organizational and problem solving/analytical skills
    • Has successfully developed a management system to prevent “surprises” with client relations and internal operations.
    • This position requires that the candidate selected be a U.S. citizen and must currently possess an active Top Secret security clearance or have the ability to get a Top Secret security clearance. The position further requires that, after start, the selected candidate obtain and maintain an active TS/SCI security clearance and satisfy other security related requirements.
    • A blend of business acumen, large-scale IT systems knowledge, governance, and operations
    • Technical aptitude around data center power, cooling, networking, and cloud services, Data center colocation experience a plus
    • Bachelor’s Degree preferred