In this role, you will be responsible for driving customer loyalty, advocacy, and retention across all Iron Mountain service lines. In partnership with our Business Development Executives, you will manage the end-to-end customer journey—from onboarding and accreditation to contract renewals and negotiations. Your primary goal is to act as a trusted advisor, identifying upsell opportunities and proactively resolving issues to reduce churn and ensure long-term account profitability.
You will join a fast-paced, matrixed global organization that thrives on collaboration and customer-centricity. Here, you'll bring your expertise to a team that values innovation, helping our customers navigate their needs while driving strategic growth for the business.
What You'll Do
In this role, you will:
- Drive Customer Onboarding and Relationship Management: Lead the customer accreditation process and documentation requirements for new partners, serving as the primary point of contact to address concerns, conduct compliance assessments, and perform root cause analysis for service issues.
- Execute Strategic Renewals and Negotiations: Manage the contract renewal lifecycle and Request for Proposal (RFP) processes, negotiating pricing and Service Level Agreements (SLA) to ensure business continuance while maintaining account profitability (P&L).
- Collaborate for Growth and Advocacy: Partner with Marketing to qualify leads and identify cross-selling opportunities, while gathering customer feedback to improve service offerings and transform satisfied clients into long-term brand advocates.
What You'll Bring
The ideal candidate will have:
- 3–5+ years of experience in sales or customer service, with a proven track record of managing mid-to-large sized accounts and developing strong professional partnerships.
- Strong Business and Financial Acumen: A solid understanding of basic contract Terms and Conditions (T&Cs), Profit and Loss (P&L) impact, and the ability to conduct data analysis using tools like Excel (e.g., Pivot tables and data summaries).
- Exceptional Communication and Organization: Experience working across all levels of a highly matrixed global organization, with the ability to lead remote online meetings and customer-facing activities effectively.
- Problem-Solving Expertise: A proven history of navigating complex service and billing escalations, ensuring all appropriate actions are taken to resolve issues in accordance with performance metrics.
What We Offer
- Competitive compensation and rewards that support your career, family, and wellness.
- A collaborative and inclusive environment where your voice is valued and your contributions are recognized.
- Opportunities for continuous growth in a globalized, digital-first company.
- Support for work-life balance through a focus on professional and personal development.
Call to Action
Are you ready to champion customer success and climb higher with a global leader
