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.
The Customer Relationship Managers (CRM) have primary responsibility ensuring customer satisfaction. The CRM will serve as a liaison between customer and the Iron Mountain functional areas delivering services. The CRM will ensure the “health” of client engagements by monitoring service level agreements, field communication, and customer satisfaction. The CRM will serve as a trusted advisor to Iron Mountain’s clients, having a thorough understanding of clients’ business objectives and challenges as well as expert knowledge of Iron Mountain’s services. Although this is not a sales role, The CRM will identify sales opportunities and may be asked to provide sales and solution support.
Primary (P) or Secondary (S)
Key Responsibilities: What are the main responsibilities of the job. Indicate which are primary (essential to the job) and which are secondary (not essential to the job).
% of Time Spent:
Customer Relationship Management. Maintain a strong relationship with mid to upper level management at multiple customers under the CRM program. Serve as a trusted advisor with a deep understanding of the customer’s business and Iron Mountain service offerings. Ensure the health of the customer programs monitoring SLA reporting and daily communication from the operations teams and leading service issue resolution efforts. Develop reporting packages for customer leadership. Create presentations and lead and/or support customer business reviews.
Liaison to Iron Mountain Service Lines. The CRM will develop relationships within the functional areas, and ensure alignment required to deliver exceptional services and solutions to customers. The CRM will be accountable for relationship governance, such as daily reporting, regular structured customer meetings, follow-up, and issue resolution. The CRM does not directly manage functional areas, but uses influence to ensure health of the customer relationship.
Sales Support. Assist Sales Executives and Sales Management by identifying opportunities and providing sales and solutions support to grow client relationships. Fulfill the role of SME and assist sales in scoping and pricing prospective engagements. Assist sales in proposal creation and follow up. Support sales leads as co-presenter.20%
Professional Development & Thought Leadership. Develop a plan at the beginning of each year that establishes clear goals for Professional Development activities for self. Measure execution on the plan. Engage in Thought Leadership activities such as public speaking, writing and publishing articles, and help to deliver organizational outreach presentations within the larger enterprise.10%
General Administrative Duties.
Functional Knowledge, Skills, and Competencies:
Minimum 5 years of experience within mortgage lending operations, such as collateral management, mortgage servicing, etc.
Leadership skills and the ability to influence and achieve results through others
Strong presentation and public speaking ability.
Strong project management skills.
Good listening skills and a positive can-do attitude
Solid written, verbal communication, planning and networking skills
Subject matter expertise on information management – both physical and electronic records.
Ability to adapt quickly and effectively to changing workloads and business pressures.
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.
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.