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.

This key role will provide best in class customer service and delivery, ensuring a seamless implementation and onboarding experience for our clients.

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

• Building strong strategic relationships with existing and new customers

• Consult with customers to understand their business challenges and objectives

• Solving complex customer service issues and proactively preventing negative service trends

• Work cross-functionally with all departments to ensure the highest standards of customer service

• Managing workflow, escalations and effectively delegating workload across the team

• Conducting continuous customer analysis

• Conducting accurate demand forecasting, planning, and delivery collaboratively with other supporting teams

• Leading business impact assessments, identifying risks and issues that may affect current and future business units and roles

• Developing and achieving performance goals and objectives in order to achieve customer expectations

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

• Guide sales teams on the best approach to address our customers’ needs

• Suggest improvements and expansions to our customers’ marketing programs

• Work with all services teams to ensure engagement, retention & adoption metrics are met

• Monitor the progress to completion of new onboards and expand deals ensuring completion metrics are met

• Be the point of contact for escalation of customer account issues

• Provide general customer insight and feedback to other departments

• Develop and monitor Key Performance Indicators (KPI’s) to drive improvements in service performance metrics and quality, whilst setting actionable strategy for the delivery of outstanding customer care.

• Implement internal as well as customer-facing processes to improve internal efficiencies

• Manage team of Customer Service program leads to ensure customer deliverables are met

• Perform yearly performance appraisals and support team members thought career development discussions

Principal Qualifications required

• Degree level qualification required

• 5 years of relevant experience, ideally a background in Operations, as well as customer success or account management experience

• Strong influencing, networking and team working skills

• High level awareness of developments in the Information Technology marketplace

• Ability to manage, influence, persuade, negotiate and build consensus to drive Customer Service initiatives.

• Proficiency in planning, change management and problem-solving, and able to resolve issues of a highly complex and strategic nature

• Ability to work well in and across global teams

• Excellent communications and presentation skills

• Experience in 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: J0085065