Customer Success Specialist

hace 9 horas

Bogotá, Bogotá D.E., Colombia Iron Mountain A tiempo completo
Job Title: CoE Customer Success Specialist

At Iron Mountain, we're committed to delivering exceptional customer experiences that drive growth and success. As a CoE Customer Success Specialist, you'll play a critical role in building and maintaining strong relationships with our customers, driving account growth, and ensuring seamless operational support.

Key Responsibilities:
  • Create and maintain strong internal and external relationships to drive customer satisfaction and growth.
  • Provide day-to-day support and escalation management to ensure timely resolution of customer issues.
  • Lead operational and account support activities, including changes in customer service, inventory transfers, billing and invoicing, and issue resolutions.
  • Develop and maintain customer-specific awareness and dedicated support to meet their unique needs.
  • Proactively identify initiatives to create efficiencies through regular customer process reviews.
  • Manage key stakeholder relationships, both internal and external, to ensure effective communication and collaboration.
  • Contribute to monthly and quarterly customer service and business reviews with key stakeholders.
  • Analyze invoices, review customer spend, and ensure accurate customer billing information.
  • Identify opportunities for self-serve and other Iron Mountain products aligned with customer needs.
  • Support customer training on online self-serve tools and education on Iron Mountain products.
  • Proactively manage customer programs and lead account restructures as needed.
  • Provide dedicated customer onboarding support and liaise with wider customer support teams to ensure timely resolution of customer queries.
Requirements:
  • Promote a 'customer-first' approach to all activities.
  • Ensure a professional, courteous, and proactive flow of communication between the business and clients.
  • Promote the Iron Mountain brand and value proposition.
  • Carry out other duties deemed necessary by Iron Mountain management within the wider function.
  • Maintain a wider business and commercial awareness.
  • Develop and maintain extensive product knowledge.
What We Offer:

As a CoE Customer Success Specialist at Iron Mountain, you'll have the opportunity to work with a talented team, develop your skills, and contribute to the growth and success of our customers. If you're a motivated and customer-focused individual with a passion for building strong relationships, we encourage you to apply for this exciting role.

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