At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The successful candidate will have a track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth.

Whilst the exact responsibilities will vary, the main duties of the Customer Service Account Lead can be summarized as follows;

• Develop deep understanding of customer requirements and work closely with direct customer base

• Support the daily/monthly and quarterly operation that delivers on customer’s business requirements

• Monitor and control costs in line with contractual price structures

• Works with cross functional business teams to deliver on Iron Mountain goals and objectives

• Be responsible for process enhancements within the overall customer service group

• Support customer meetings (including Quarterly Business Reviews)

• Communicate operational efficiency to senior management

• support performance management, use KPI’s to track progress, monitoring actual performance versus plan promoting awareness to enable improvement

• Identifying and eliminating root cause barriers to accuracy and productivity.

• Participating in business meetings; supporting strategies and programs which improve the competitive position and profitability of the organization

• Provide support and training to new team members

• Management of stakeholder expectations

Requirements

• Degree Business/IT/Supply or relevant business experience

• Previous work experience in high vol customer facing environment is desirable

• Previous problem-solving experience in planning, change management solving, and able to resolve issues of a complex nature

• The ability to travel both domestically and internationally.

• Strong verbal and written communication skills

• Strong influencing, networking and team working skills

• Ability to work well in and across diverse global teams

• Knowledge of Excel

• Knowledge of Six Sigma/Lean Processes

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0084975