Customer Success Specialist

hace 1 semana

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

CoE Customer Success Specialist

Job Summary:

We are seeking a highly motivated and experienced Customer Success Specialist to join our team at Iron Mountain. As a key member of our Customer Success team, you will be responsible for supporting the growth and success of our customers, building strong relationships with internal stakeholders, and driving operational excellence.

Key Responsibilities:

  • Develop and maintain strong internal and external relationships to drive customer growth and satisfaction.
  • Provide day-to-day support and escalation management to ensure seamless customer experience.
  • Lead operational and account support activities, including changes in customer service, inventory transfers, billing and invoicing, and issue resolutions.
  • 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 regular 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 in line with customer needs.
  • Support customer training of online self-serve tools and education of 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 and professional resolution of customer queries.

Requirements:

  • Highly motivated individual with a strong sales and operational background.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
  • Proven ability to work collaboratively with cross-functional teams to drive customer growth and satisfaction.
  • Strong analytical and problem-solving skills, with the ability to identify opportunities for process improvements.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • High level of integrity, reliability, and trustworthiness.
  • Ability to take ownership of customer issues and pursue all avenues to ensure a satisfactory resolution.
  • Strong business acumen and understanding of the customer's needs and expectations.

What We Offer:

At Iron Mountain, we offer a dynamic and supportive work environment, with opportunities for professional growth and development. We are committed to providing our employees with the tools and resources they need to succeed, and we offer a competitive compensation and benefits package.

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