At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Global Industries: The Global Industries (GI) program encompasses a select group of customers that we want to make a strategic investment in to enhance our existing relationship, while partnering with them where we can further expand our partnership. Our objective is to harness our industry insight and organizational strengths to help solve our premier customers’ most complex problems.

The Global Account Manager (GAM) role is to act as a global leader for assigned Global Industries Accounts responsible for anticipating and supporting our global customer requirements and strategic needs by deeply understanding a particular vertical/industry. The GAM is acutely familiar with the way in which our global customers are structured and the complexities involved in buying/operating globally vs. locally. As such, the GAM must drive, influence and coordinate the execution of managing the customer partnership through internal resources across various geographies. The GAM builds strategic customer relationships and focuses on retaining, building customer loyalty, and partnering with the Managing Director on growing the account.

Responsibilities

GI Team Partnership and Leadership:

• Partner with the Managing Director and support the GI team to drive business, customer loyalty, and retention - on a global scale
• Collaborate in the development and execution of GI strategies
• Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams
• Identify and support new opportunities (cross-sell and upsell); RFPs, SOWs, etc.
• QBR/IBRs, recurring customer meetings to ensure global contact and coordination
• Responsible for overall service execution, customer satisfaction, and loyalty

Customer Relationship:

• Accountable for all account management functions for the respective assigned accounts, on a global scale
• Partner with key internal/external stakeholders to ensure optimal results for the customer and Iron Mountain
• Ensure regular proactive communications are occurring with customers, including recurring issue resolution, operational review calls, and one-on-one meetings
• Identify and assess customer’s needs, use unique insights and consultative techniques to teach customers about their industry and link compelling solutions from Iron Mountain’s portfolio to address key customer priorities

Customer Strategy & Support:

• Continuously identify and pursue new revenue opportunities across all product lines, use best practices from verticals, and work with country and regional teams to win new business
• Assists with the development and implementation of the global account strategy and account plans through understanding the client’s global operating model, planning and decision making channels, as well as their value proposition.
• Manage and oversee all key account management aspects, including bad debt, incident management, reporting, SLA management, etc.
• Strengthen and build trusting relationships with the customer by educating them on new issues and outcomes in their industry, recommending solutions, and helping them avoid potential land mines
• Drive and guide contract re/negotiation utilizing GI team resources to support the re/negotiations initiatives
• Ensure that Iron Mountain meets/exceeds customer contractual process adherence (SLAs, credits, payment terms, special processes, rates)
• Monitor spend and billing (spending trends, verification of billable activities is occurring, etc.)
• Implement and ensure that all price increases are executed according to the contract
• Contract management and assist with the creation, including GSAs/MSAs and other agreements
• Create and lead QBRs for assigned accounts
• Lead, scope, building proposals, and oversee customer projects

KPIs:

• Total account book of business revenue growth
• Contributions to bookings
• Contribution to cash collections/bad debt
• Customer satisfaction and building customer loyalty

Qualifications

• Bachelor’s Degree or equivalent experience
• 8+ years experience managing large, complex customer relationships
• Experience working with customers on a global level
• Understanding of Iron Mountain’s organizational structure and hierarchy, on a global scale
• Strong understanding of Iron Mountains product and services
• Strong customer service & engagement experience
• Strong phone presence and comfortable initiating conversations
• Self-starter and proactive problem solver
• Ability to work in a dynamic fast-paced environment
• Strong interpersonal skills
• Willing to work independently
• Team Player
• Travel - up to 25%

Reasonably expected salary range: $84,900.00 - $113,200.00

Category: Sales

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, 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, as well as 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.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

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: J0060144