Account Support Coordinator

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Iron Mountain A tiempo completo

Join Iron Mountain as a Customer Success Specialist

At Iron Mountain, we understand that effective work contributes positively to our clients, our workforce, and the environment. We are seeking dedicated individuals to become part of our team. Whether you are beginning your career or considering a transition, we invite you to explore how you can enhance the impact of your work with us.

We offer specialized, sustainable solutions in records and information management, digital transformation, data center services, asset lifecycle management, and fine art logistics. We proudly collaborate with over 225,000 clients globally to safeguard their essential assets, optimize their resources, and ensure data privacy through innovative and socially responsible practices.

Role Overview

The Customer Success Specialist (CSS) plays a crucial role in assisting Customer Success Managers and Global Account Managers in nurturing relationships and driving growth for Iron Mountain's Global and Enterprise Accounts. The ideal candidate will have a blend of sales and operational expertise, enabling them to effectively cultivate and sustain relationships, provide customer guidance, develop creative programs, and expand into new business areas.

Key Responsibilities

  • Establish and maintain robust internal and external relationships.
  • Provide daily support and manage escalations.
  • Oversee operational and account support tasks, including customer service modifications, inventory transfers, billing, invoicing, and issue resolution.
  • Maintain awareness of customer-specific processes and deliver accurate root cause analysis with comprehensive remedial actions.
  • Proactively identify initiatives to enhance efficiency through regular customer process evaluations.
  • Manage key stakeholders effectively, ensuring clear communication.
  • Participate in monthly and quarterly customer service/business reviews as requested.
  • Analyze invoices and review customer expenditures to ensure accurate billing.
  • Identify opportunities for self-service and other Iron Mountain products aligned with customer needs.
  • Assist in customer training on online self-service tools and Iron Mountain products.
  • Support internal management of customer programs as necessary.
  • Facilitate customer onboarding as required.
  • Collaborate with broader customer support teams to resolve inquiries promptly and professionally.
  • Promote a 'customer-first' philosophy in all activities.
  • Ensure professional and proactive communication flow between the business and its clients.
  • Advocate for the Iron Mountain brand and its value proposition.
  • Perform additional duties as assigned by Iron Mountain management.
  • Provide product training to colleagues, sharing knowledge on products, processes, and procedures.
  • Maintain a broad awareness of business and commercial trends.
  • Act as a Subject Matter Expert, leveraging experience and knowledge across all products and processes.
  • Ensure extensive product knowledge is maintained.

General Accountabilities

  • Develop and uphold a comprehensive understanding of relevant Iron Mountain processes and procedures.
  • Collaborate closely with Account Management, operations, customer care, leadership, and other Iron Mountain functions.
  • Continuously seek innovative ways to enhance customer processes and propose improvements to service quality and cost efficiency.
  • Build and maintain strong internal and external relationships.
  • Deliver high-quality work that exceeds customer satisfaction levels.
  • Adapt to shift work as required to meet customer and business needs.
  • While not directly responsible for leadership, provide subject matter expertise as needed.
  • Make decisions within established guidelines.
  • Ensure customer requirements are addressed in line with service level agreements and performance metrics.

Key Behaviors

  • A highly motivated individual demonstrating enthusiasm and energy, using positive language with customers and colleagues, adaptable to change, and flexible in approach.
  • Promote inclusion and teamwork, showing respect for customers and colleagues, and demonstrating strong work ethics in all interactions.
  • Act with integrity, reliability, loyalty, and trustworthiness.
  • Take ownership of customer issues, pursuing all avenues for satisfactory resolution.
  • Build customer value by confidently challenging existing practices to influence team success while keeping the customer at the center of all efforts.
  • Prioritize safety and security, protecting both colleagues and customer assets.

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