Iron Mountain Manager, Customer Loyalty and Support in Royersford, Pennsylvania

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 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.

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.

Responsibilities

The Manager of Customer Programs will lead a centralized team who support new customer onboardings as well as other centralized activities which include customer contract renewals and customer terminations. This role will help develop processes and procedures to ensure a positive and consistent experience for Iron Mountain customers while focusing on overall efficiencies.

  • Provide support, guidance and leadership for the NCSP (New Customer Support Program) Team.

  • Recruit, hire, train and coach a high performance team to support customers onboardings.

  • Assist with team training programs, project management, program development and system enhancements to support the team and the customer’s experience.

  • Answer questions and provide constructive feedback and guidance to assist team members through performance improvement programs.

  • Regular communication and support for team on service performance and updates on new company programs, services and policies and procedures.

  • Administer HR policies, constructive team feedback, individual action plans and recognition programs to support the team members.

  • Listen to the field and maintain a solid understanding of their support requirements.

  • Gather feedback and work as a business partner with the Iron Mountain leadership team.

  • Communicate individually with employees to jointly develop and agree upon written goals and objectives, training, performance management and career development plans.

  • Knowledge and adherence to Iron Mountain policy and procedures – Promote and communicate department and company standards and practices.

  • Provide direction to the Training team on the development and prioritization of NCSP training programs and tools.

  • Ensure timely, accurate and efficient onboarding of customer programs in North America. Monitor service trends related to quality and service metric standards and ongoing quality improvement programs.

  • Ensure processes are in place to achieve goals and Iron Mountain requirements of quality standards (TCS).

  • Work with internal teams and implementation support to assure completion of projects in an efficient manner.

  • Assist with the creation of system enhancements and operating procedures to improve the support for our customers and team members.

  • Assist with the development and enhancement of internal workflow and standard operating procedures.

  • Monitor the systems and technology to allow for appropriate systems utilization, customer data accuracy and procedural consistency.

  • Interpret and answer contract questions from customers and assist with legal and regulatory compliance.

  • Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.

  • Interpret and answer customer questions and assist with customer setup and training support for new and existing accounts. Participate in customer meetings/tours.

  • Assist in conversions as necessary and data mapping requirements.

  • Working knowledge of the following NAO contracts and billing support activities: new account setups, customer profile changes, terminations, billing conversions, and district billing support.

  • Maintain working partnership with Market, Area, North America support teams, and corporate teams (Implementation Team, CSA teams, Systems Support, Enterprise Triage Team, Billing Team, Account Set Ups, Customer Response, Marketing, Sales and Account Management). Act as a resource for internal teams related to Strategic/Enterprise and SMB needs.

  • Continuously strive for ways to improve the NCSP account service offerings to deliver Total Customer Satisfaction (TCS) while reducing costs.

  • Evaluate the customer satisfaction levels related to account support procedures. Consistently meet/exceed customer service standards and act as the “voice of the customer”.

  • Develop action plans to improve the support for accounts supported by the NCSP team.

  • Assist with strategy and implementation of new account set-ups as well as other customer program needs.

  • Assist with service trends / root cause analysis or support improvement practices.

  • Provide assistance to the Sales/AM teams for NCSP accounts supported.

  • Evaluate methods to assist with the transition of customers to electronic support(IM Connect/SecureSync).

  • Support the growth and revenue generation within the accounts supported by the NCSP team.

  • Research service needs generated by customer or escalated within North America. Communicate with internal teams regarding service requirements and customer feedback.

  • Day to day internal service-level management for accounts, including account communication, problem resolution, invoicing needs, market service follow-up, implementation support and initial transfer and training support.

  • Assist with proposal preparation and responses to customer’ requests including presentations.

  • Monitor Performance tracking – customer issue resolution procedures.

  • Participate in industry associations to enhance Iron Mountain’s presence and business partnerships.

  • Participate in customer tours and assist with internal audits and special projects as requested.

  • Support for escalated customer service requirements.

  • Disaster Recovery – Emergency support for Customer Communication Plans.

  • Develop workflows and support new centralized customer activities – e.g. terminations, contract renewals.

  • Review and audit reports in order to understand and communicate results.

  • Investigate and problem solve questionable data/reporting.

  • Recommend solutions and changes for improving financial performance.

  • Assist in budget input and revenue forecast as requested.

Qualifications

  • People Leadership.

  • Microsoft Office Suite.

  • Budgeting and Forecasting.

  • Excel, Powerpoint, Access.

  • Iron Mountain Systems: SafeKeeperPLUS, SecureBase, SecureSync, IMConnect, Impact.

  • Strength in account strategy (service support).

  • Strong time management skills.

  • Strong project management, planning and organizational skills.

  • Capable of comfortably presenting to large audiences.

  • Excellent verbal and written communication skills.

  • Ability to multi-task and prioritize issues in a complex environment.

  • Excellent customer service skills.

  • Detail-oriented.

  • Strong analytical and problem resolution skills.

  • Strong leadership abilities across geographies, product lines and departments.

  • Excellent motivation, leadership and interpersonal skills.

  • Ability to drive new initiatives.

  • Ability to manage, coach and support.

  • High level problem solving capabilities in support of customer and employee concerns.

  • Ability to recognize and organize the right level of resources to address the problem at hand.

  • Ability to be creative to bring new centralized processes into the team for support.

  • Capable of comfortably presenting to large audiences.

  • Excellent verbal and written communication skills.

  • Strong leadership abilities across geographies, product lines and departments.

  • Ability to drive new initiatives.

  • Ability to manage, coach, and support.

  • Strong listening skills.

  • Strong customer focus.

  • Total travel 20 - 30%; overnight travel 20 - 30%.

  • Education/Experience: 4 year college degree required, Master's degree preferred / 4 - 7 years required, 7 - 10 years preferred.

Compliance Obligations:

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies

  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct

  • to complete required training within the allotted time frame

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.

Requisition # 2018-19763

Category Customer Services & Support

Type Full-Time