Customer Success Manager, Data Center

Job Summary The Customer Success Manager (CSM) is the single point of contact for assigned customers, with the objective of delivering outstanding customer service and driving excellent service quality. The CSM oversees projects and business relationships, ensuring high-quality service delivery and rapid customer response. Responsibilities Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgment and discretion to resolve customer escalations. Ensure high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; work in partnership with the NOC to ensure Iron Mountain service quality. Develop and maintain effective relationships to lead the delivery of data center solutions and services to clients and partners. Manage most aspects of customer implementation of Iron Mountain products and services, including customer installations and related projects – elicit requirements, monitor and summarize the process of project schedule, evaluate and analyze risk. Manage multiple related installations in parallel. Partner with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers. Lead in-person meetings and data center tours. Recognize value‑added customer service opportunities and proactively take the lead in pursuing them. Provide timely feedback to the company regarding service failures or customer concerns. Key participant in major incident process. Document customer interactions in ServiceNow and Salesforce daily to support a seamless experience across the customer lifecycle. Manage the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology‑related status, expectations, concerns, and procedural changes. Analyze and use independent judgment to present detailed customer reporting packages, including customer audit participation; ensure reporting and communication is frequent and bi‑directional. Ensure issues are resolved and implement corrective actions with urgency. Triage, track, prioritize, and resolve all client issues and requests, leveraging ServiceNow where appropriate. Assist the accounting team in the resolution of customer‑related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic. Explain to customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities. Provide second‑level support of customers. Position Requirements Bachelor’s Degree with 3–5+ years of experience in account management, customer support, project management, or data center / IT service delivery. Blend of business acumen, large‑scale IT systems knowledge, governance, and operations. Familiarity with ITIL service management. Excellent customer‑facing skills and a desire to drive high customer satisfaction. Process oriented with the ability to effectively multi‑task in a very fast‑paced environment. Attention to detail and strong administrative capabilities. Comprehend equipment specifications, contract terms and conditions, and statements of work. Technical aptitude around data center power, cooling, networking, and cloud services. Solid skills utilizing Microsoft Office products, preferably including SharePoint and Microsoft Project. Ability to thrive and be successful in an ever‑changing work environment. Strong work ethic and a positive approach to the job. Demonstrate proficient sales capabilities to effectively manage customer expansion opportunities and contract renewals. Preferred Additional Skills Data center colocation experience. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to View email address on click.appcast.io. See the Supplement to learn more about Equal Employment Opportunity. #J-18808-Ljbffr Iron Mountain Incorporated