Customer Success Manager

1 month ago

ClujNapoca, Romania Iron Mountain Full time

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.

We are looking for a Customer Success Manager to join our DMS Operations team, who will manage customer contacts throughout the customer life cycle in a proactive and efficient fashion.

Your main responsibilities will include:

  • Ensure timely delivery of services based on SLAs, SOPs and locally agreed KPIs across DMS service line.

  • Resolve customer issues through established processes and systems in cooperation with relevant service lines and provider.

  • Carry out continuous improvement on CARE processes and service levels, as well as supporting systems.

  • Handle external and internal contacts and networks to support in above.

  • Proactively find suitable solutions to advance the customer experience & coordinate the Change Request process.

  • Actively support in lead generation, reporting and similar as part of the overall customer approach.

  • Drive the Governance calls at customer level (weekly & monthly).

  • Maintain/Close in a timely manner the IM related open items in the Customer’s Issue Tracker.

  • Reply/close the customer’s requests coming through the emails in a 24/72 hours SLA.

  • Manage the Issue Resolution Tickets in OTRS (communication/ticketing system) and close them in a timely manner as per the agreed SLA’s.

  • Providing the appropriate RCA to the customer.

  • Driving the Reject/Rescan flow between the scan sites – operations - customer.

  • Ongoing training and feedback for the existing resources, in order to meet the Accuracy and customer’s expectations.

  • Applying their technical solution expertise in the implementation of the new customer’s requests.

  • Communicating the process changes with the Operations team (scanning sites, Verification and customer’s).

  • Hypercare support during the post-Go Live period until the process stabilization.

  • Ensure the system/OCR set up as per the SOW agreements with the customers: observing, testing, suggest the changes/solutions and follow up for the implementation.

  • Coordinate the downstream & Upstream processes in case of Outage.

Challenges:

  • Working in different time zones including language challenges.

  • Working autonomously or having limited access to immediate manager.

  • Short lead times.

  • Professionally handling incoming requests when further information is required for processing.

  • To be flexible, service minded, decisive and customer focused at all times even in stressful situations.

What you will need to succeed:

  • Direct experience in dealing with customers is essential.

  • Strong performance working in teams.

  • Telephone handling and complaint handling skills.

  • Direct experience with learning in a dynamic organisation and open to change and ambiguity when dealing with problems on the fly.

  • Time management/prioritisation skills.

  • Excellent communication and social skills for the purpose.

  • Outstanding customer focus – both internal and external.

  • Able to build informal networks across functions, service lines and countries.

  • Capacity to lead projects.

What's in it for you:

  • Be part of an ever evolving global organization 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.

  • Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing.

  • The possibility of working from home.

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: J0071379

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