• Senior Account Manager, Crozier

    Job Location(s) US-CA-Inglewood
    Requisition #
    2019-23290
    Category
    Sales
    Type
    Full-Time
  • Overview

    Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, 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, 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. Visit www.ironmountain.com for more information.

    Responsibilities

     The Senior Account Manager is responsible for managing relationships for an assigned set of existing customers and for providing the highest level of customer experience.  Account Managers are also responsible for coordinating client requests and resolution of issues/escalations to ensure client needs are addressed and solutions offered.  Main responsibilities include customer retention, customer education on potential solutions, renewals, upsell/growth and customer lifecycle management. The Account Managers work in conjunction with our Project Managers (Services) and our Collections Managers (Storage) to ensure a best in class experience for our customers leading to increased retention

    Qualifications

     

    • Maintaining CRM to manage leads and all data associated with client request, including insights or discoveries that need to be shared with our Project Managers and Collections Managers
    • Manage and develop relationships with clients through positive and informative interactions
    • Establish productive, professional relationships with clients and proactively assess, clarify, and  validate client needs on an ongoing basis to generate and increase revenue
    • Partner with sales and other team members to create solutions that meet customer needs
    • Provide hands on support to Project Managers and Collections Managers, including site visits and viewings, 
    • Anticipate and foresee potential setbacks and/or risks and proactively manage them  
    • Facilitate the onboarding of new clients
    • Liaise and collaborate with internal teams, including Sales and Development, Project Managers [PMs], Collections Managers [CCs], Client Services Administrators [CSAs], and other key personnel including our Operations Subject Matter Experts [SME]
    • Create overall request documentation and work with internal departments and external vendors to execute
    • Manage team communications related to projects to and from the client with fellow PMs and CCs 
    • Actively grow industry relationships to gain marketplace intelligence
    • Maintain client’s CRM account, actively updating and notifying PMs and CCs of important information
    • Liaise with the Client Services Administrator on all billing and estimation inquiries
    • Communicate with client post-completion of projects to ensure satisfaction and determine any areas for improvement 
    • Follow-up with internal teams to relay customer feedback and strategize with the team on any adjustments to be made to ensure continuous improvement
    • Create and review invoices for accuracy, and ensure invoices are approved in a timely manner
    • Generate revenue by upselling and referral/cross selling within the account 
    • Support the Regional General Manager in driving revenue, customer experience while monitoring account health, engagement levels, and opportunity 
    • Exceed customer expectations via responsiveness, providing insights, marketplace knowledge, resolving issues 
    • Develop collaborative relationship with the rest of the account team
    • Utilize internal relationships to provide seamless account management, a united front to customers and ultimately enable the ability to quickly respond to customer requests or escalations
    • Evaluate account performance, develop short and long-term strategies and discuss/act upon optimization opportunities
    • Maintain functional knowledge of new features, products and initiatives across Crozier, Adjacent Businesses and Iron Mountain
    • Consistently make every effort to increase knowledge of the industry and strengthen business acumen
    • Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and complete customer satisfaction. 
    • Facilitate customer ad-hoc requests such as reports, audits, tours and analysis.     
    • Conduct analysis such as customer needs analysis, service or solution gap analysis, compliance assessments and customer issue trends. Identify risks and lead action in directing internal and external teams in issue resolution/corrective actions.
    • Communicate service suggestions to customer for the most advantageous services and provide insight as to business/industry trends that may be applicable.
    • Facilitate account terminations including identifying reason for closure, defining possible solutions to customer issues to lead to retention, negotiating account closure procedures and prices if retention efforts are not successful
    • A contributing member of the Client Services leadership group, driving improved processes and procedures across the team, including general training, oversight, and mentorship to the Account Managers
    • Skills mapping, development, and alignment of Account Management team
    • Manage complex development initiatives with our Top Tier clients to ensure long and successful relationship
    • Lead team with custom and innovative account management planning  
    • Liaise and collaborate with internal teams, including Sales and Development team, Project Managers, Collection Managers, Client Services Administrators, and other key personnel including our Operations Subject Matter Experts [SME]

     

    Every Iron Mountain employee has an obligation to promptly report issues and violations.

    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.