Customer Success Specialist

hace 1 semana

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

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 supporting our Customer Success Managers and Global Account Managers in managing relationships and growth for our GlSV & Enterprise Accounts.

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 seamless customer experiences.
  • 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.
  • Input information and attend monthly/quarterly customer service/business reviews with key stakeholders as requested by the CSM/GAM.
  • Analyze invoices, review customer spend, and ensure accurate customer billing information.
  • Identify opportunities for self-serve and other IM products in line with customer needs.
  • Support customer training on online self-serve tools and education of IM 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 and professional resolution of customer queries.
  • Promote a 'customer first' approach to all activities carried out and 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/commercial awareness and serve as a Subject Matter Expert on all products and processes.
Requirements
  • Develop strong working relationships and work collaboratively with internal stakeholders, confidently and appropriately challenging behaviors where required.
  • Effectively manage cases in adherence with agreed SLAs.
  • Develop and maintain an in-depth knowledge of relevant IM processes and procedures.
  • Liaise closely with Account Management, operations, customer care, leadership, and other Iron Mountain functions.
  • Actively seek new ways to help improve customer processes and propose changes to improve the quality of service delivered and reduce costs.
  • Build and maintain close internal and external relationships.
  • Complete all work to a high quality and exceed levels of customer satisfaction.
  • Ability to work shifts needed to support customer and business needs.
  • No direct leadership responsibility but may provide subject matter expertise.
  • Makes decisions within established guidelines.
  • Ensure that customer requirements are resolved in accordance with SLA and performance metrics.
Key Behaviors
  • A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues, able to adapt to change and flexible in approach.
  • Pride in personal appearance/image and seek to be professional in all dealings with colleagues and customers.
  • Promote Inclusion and Teamwork - A team player who shows respect for customers and colleagues at all times, pragmatic in approach, and able to demonstrate good work ethics during all interactions in a fair and consistent manner.
  • Act with Integrity - A reliable, loyal, and trustworthy individual who demonstrates a high degree of integrity.
  • Take Ownership - Taking personal ownership for customer issues while pursuing all avenues to ensure a satisfactory resolution.
  • Build Customer Value - Must have the tenacity and confidence to challenge the current thinking or trends to influence the success of the team while ensuring the customer is at the heart of everything we do.
  • Own Safety and Security - Protect ourselves and each other from harm and secure our customer's assets as if they were our own.

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