Jobs
>
Stirling

    Customer Success Manager - Stirling, United Kingdom - Iron Mountain

    Iron Mountain
    Iron Mountain Stirling, United Kingdom

    2 days ago

    Default job background
    Full time
    Description

    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.

    Iron Mountain is continuing to expand rapidly in 2023 and subsequently we are currently recruiting for a Customer Success Manager to join our UK Sales function.

    The opportunity

    The Customer Success Manager (CSM) role is a key member of the UK Sales function supporting all service lines. In partnership with the Directors and Business Development Executives (BDEs) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field BDEs.

    What you will do

    Relationship Management:

  • Build and maintain customer relationships to understand the organizational business objectives and goals.
  • Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).
  • Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customers educated on emerging industry trends related to customer's organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.
  • Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools.
  • Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans.

    • Business Opportunity:

  • Assess assigned customer's current and potential needs, determining appropriate Iron Mountain products and solutions.
  • Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.
  • Assists in the positioning of alternative ways of creating the real value of IRM's total solution offerings for clients through their relationship and customer support.
  • Research of account status to prepare for contract negotiations. Responsible to assist in the Renewal and execute on the Renewal process when needed.
  • Keeps abreast of the competitive environment and impact on National/Vertical accounts.

    • Contract Renewals and Negotiations:

  • Partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract.
  • Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts.

    • Customer Experience and Escalations:

  • Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue.
  • Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations.
  • Save accounts at risk and defining possible solutions to customer issues to lead to retention.
  • Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.
  • Stay informed of trends and changes in Records/Information/Data Protection Industry.
  • Develops and records individual performance goals and objectives.
  • Maintain working partnership with Markets, Area and Corporate teams.

    • What you will bring

  • General business acumen and understand of IM's solution offerings and its competitive environment.
  • This role requires a deep understanding of IM's services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments.
  • Good communicator (verbal and listening), problem solving skills, and high emotional intelligence.
  • Understanding of the customer lifecycle, especially cross-/up-sell, renewals, and issue resolution (knowledge gained through structured onboarding program or prior customer success experience)
  • Ability to understand customers' service needs and develop and execute customer plans in line with the sale organization's objectives
  • Analytical skills to use data and reporting dashboards to understand client opportunities, solve strategic challenges, and drive profitable growth
  • Ability to interact with all levels within the sales organization, as well as, across horizontal and vertical levels within a customer' organization.

    • What we offer

  • Highly competitive package
  • Benefits package including private medical
  • Be part of an ever evolving global organisation focused on transformation and innovation.
  • A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self
  • Global connectivity to learn from 26,000+ teammates across 52 countries.
  • Be part of a winning team who embrace diversity, inclusion, and our differences.

    • #LI-remote

    Category: Sales
  • Trickle

    Customer Success Manager

    5 days ago

    Trickle Scotland, United Kingdom

    About Trickle · Trickle is an employee voice platform that transforms employee's ideas into action, so that meaningful change can be made. · In just one click, Trickle empowers employees to raise ideas, offer feedback, praise peers, and more. With optional anonymity, it promotes ...

  • My1Login

    Customer Success Manager

    4 weeks ago

    My1Login scotland, United Kingdom

    My1Login is the UK's leading, multi-award-winning Identity and Access Management service that enables seamless workforce access to web, mobile and legacy desktop applications delivering operational savings and protecting businesses against the financial and reputational damage of ...

  • SIX Payment Services

    Customer Success Manager

    1 week ago

    SIX Payment Services Edinburgh, United Kingdom

    Customer Success Manager · Date posted 02/04/ Location Edinburgh | United Kingdom Company Worldline Customer Success Manager · Dalgety Bay, Scotland · This is Worldline · We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets p ...

  • N-able

    Manager, Partner Success

    3 weeks ago

    N-able Edinburgh, United Kingdom

    Manager, Partner Success · JOB_DESCRIPTION.SHARE.HTML CAROUSEL_PARAGRAPH · JOB_DESCRIPTION.SHARE.HTML Edinburgh, United Kingdom · Customer Success · 19054 · Job Description · Why N-able · IT doesn't get better than this N-able isn't just another software company – we're go ...

  • Guidebook

    Customer Success Manager

    1 week ago

    Guidebook Edinburgh, United Kingdom Full time

    ABOUT THE JOB: Guidebook's EMEA office in London was opened in 2014, 3 years after Guidebook was formed. Our EMEA business has grown steadily with a lean team, and we are looking to add a self-starter to the team who can help us continue growing. · The Guidebook team is seekin ...

  • Jacando GmbH

    Job in Germany: Customer Success Manager

    3 weeks ago

    Jacando GmbH Glasgow, United Kingdom

    CRM, HR Software, Digitalisierung, Software as aService, 2nd-Level-Support, Usability Customer Success Manager (m/f/d) with focuson onboarding HR software · Job description · Who we are · As an HRsoftware company with a professional start-up character, wecurrently employ around ...

  • QA Ltd

    IT Support Apprentice

    3 weeks ago

    QA Ltd Stirling, United Kingdom

    **Why CitNOW?** · In 2008 CitNOW was formed to solve one challenge, how to allow people to view cars without visiting car showrooms. Their first customer was automotive giant BMW and today, their video services answer business challenges for over 43 car manufacturers. CitNOWconti ...

  • Contract Scotland

    Customer Service Administrator

    4 weeks ago

    Contract Scotland Stirling, United Kingdom

    Do you love working in a customer focussed environment? · Would you love the chance to develop your skills with a company who are delivering success for their employees and local communities? · If you've answered yes, we could have the perfect job for you. Contract Scotland has a ...

  • iMultiply Resourcing Ltd

    Management Accountant

    3 weeks ago

    iMultiply Resourcing Ltd Stirling, United Kingdom

    iMultiply is delighted to be working in partnership with?Symbiosis Pharmaceutical Services Ltd in their search for a Management Accountant based in Stirling. · **The Company** · Symbiosis was created to address specific gaps highlighted in the sterile drug product manufacturing m ...

  • University of Stirling

    Lecturer in Soil Science

    3 weeks ago

    University of Stirling Stirling, United Kingdom

    **Post Details** · Full time. · Open ended. · This position is available at either grade 7 or 8, depending on skills and experience: · Grade 7 £37,099 - £44,263 p.a. · Grade 8 £45,585 - £54,393 p.a. · Interviews are expected to take place on Friday 20 October 2023. · There is an ...

  • University of Stirling

    Lecturer (Early Years)

    3 weeks ago

    University of Stirling Stirling, United Kingdom

    **Post Details** · Full time · Open ended · There is an expectation that work will be undertaken in the UK. · For the purposes of sponsorship, this is a postdoctoral role under SOC code 2311. · **The Post** · We wish recruit an Early Years Lecturer to enhance our Health Sciences ...

  • University of Stirling

    Lecturer in International Politics and Lecturer in

    3 weeks ago

    University of Stirling Stirling, United Kingdom

    **Post Details** *2 Positions Available** · Full time · Open ended · - Grade 7 £36,333-£43,155 p.a. or _ · - Grade 8 £44,414-£52,841 p.a._ · Interviews are expected to take place on Monday 03 July 2023. · There is an expectation that work will be undertaken in the UK. · For the p ...

  • Rexel

    Apprentice Branch Assistant

    2 weeks ago

    Rexel Stirling, United Kingdom

    **Apprentice Branch Assistant**: · **Apprentice** Branch Assistant - Rexel Stirling Branch** · As a Rexel apprentice, you will be trained in all procedures and skills required not just in his/her role, but all role's within the branch, which will give you a fantastic grounding fo ...

  • NHS Scotland

    Receptionist/clerical Assistant

    3 weeks ago

    NHS Scotland Stirling, United Kingdom

    **Post one: Monday, Tuesday and Wednesday morning** · **Post two: Wednesday afternoon, Thursday and Friday** · We are looking for an experienced and enthusiastic Receptionist/Clerical Assistant to provide an efficient, effective and quality admin support service to the Substance ...

  • Search Consultancy

    Customer Care Advisor

    3 weeks ago

    Search Consultancy Stirling, United Kingdom

    Do you thrive off giving exceptional customer service? · Experienced in a customer service position within the property sector? · Our award winning client is passionate about finding their customers their dream home whilst providing exceptional customer service and after care. · ...

  • Optiseller

    Product Owner

    3 weeks ago

    Optiseller Stirling, United Kingdom

    We are seeking a high-energy individual, with the ability to work collaboratively across various teams, to join us as Product Owner. · You will be joining a highly successful eCommerce data analytics business that supports online retailers across the world sell more effectively i ...

  • University of Stirling

    Senior Lecturer in Management

    3 weeks ago

    University of Stirling Stirling, United Kingdom

    **Post Details** · Full time · Open ended · Interviews are expected to take place on Wednesday 27 September 2023. · There is an expectation that work will be undertaken in the UK. · For the purposes of sponsorship, this is a postdoctoral role under SOC code 2311. · **The Post** · ...

  • Pettigrew Recruitment Group Ltd

    Marketing Coordinator

    3 weeks ago

    Pettigrew Recruitment Group Ltd Stirling, United Kingdom

    **Do you have a flair for marketing and seek a role with one of the most luxurious housebuilding brands in Scotland?** · Our client is looking for a dynamic Marketing Coordinator to join their hugely successful and award winning sales and marketing team based in Stirling as they ...

  • NHS Scotland

    Human Resources Adviser

    2 weeks ago

    NHS Scotland Stirling, United Kingdom

    Secondment opportunity / fixed-term for up to 12 months to cover maternity leave. · We currently have two, 12 month fixed term, opportunities available for an HR professional to work within the Operational HR Team; to support the provision of guidance to managers and staff across ...

  • Pacitti Jones

    Letting/estate Agency Assistant

    4 weeks ago

    Pacitti Jones Stirling, United Kingdom

    Role is primarily focussed on Lettings but the successful applicant will be required to help out the Estate Agency team as and when needed. · Duties include · - Opening up and closing the branch · - Assist Glasgow with the management of the Stirling portfolio · - Handle tenant an ...