Customer Success Associate

hace 2 meses

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

About Iron Mountain
At Iron Mountain, we understand that effective work creates a positive impact for our clients, our team members, and the environment. We are looking for dedicated and intelligent individuals to join our team. Whether you are starting your career or seeking a new direction, we invite you to explore how you can enhance the impact of your work at Iron Mountain.

Our Expertise
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 valuable assets, optimize their inventory, and ensure data privacy through innovative and socially responsible practices.

Your Role
The Customer Success Specialist (CSS) plays a vital role in supporting the 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 experience, enabling them to effectively build and sustain relationships, advise clients, develop innovative initiatives, and expand into new business sectors.

Key Responsibilities
• Establish and nurture robust internal and external relationships.
• Provide daily support and manage escalations.
• Oversee operational and account support tasks, including customer service adjustments, inventory transfers, billing, invoicing, and issue resolution.
• Maintain awareness of customer-specific processes and deliver accurate root cause analysis along with comprehensive remedial actions to prevent recurring issues.
• Proactively identify initiatives to enhance efficiency through regular customer process evaluations.
• Manage key stakeholders effectively, ensuring seamless communication.
• Participate in Monthly/Quarterly customer service and business reviews with key stakeholders as required.
• Analyze invoices, review customer expenditures, and ensure accurate billing information.
• Identify opportunities for self-service and other Iron Mountain products tailored to customer needs.
• Assist in training customers on online self-service tools and educating them about Iron Mountain products.
• Proactively manage customer programs as necessary.
• Support account restructuring efforts.
• Provide dedicated onboarding assistance for customers as needed.
• Collaborate with broader customer support teams to ensure timely and professional resolution of customer inquiries.
• Promote a 'customer-first' philosophy in all activities.
• Ensure professional, courteous, and proactive communication between the business and its clients, including regular interactions with customers and all business areas.
• Advocate for the Iron Mountain brand and its value proposition.
• Perform additional duties as assigned by Iron Mountain management within the broader function.
• Conduct product training, sharing your knowledge with colleagues regarding products, processes, and procedures.
• Maintain a comprehensive understanding of the business and commercial landscape.
• Serve as a Subject Matter Expert, leveraging your experience and knowledge of all products and processes.
• Keep extensive product knowledge up to date.

General Accountabilities
• Develop and maintain a thorough 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 changes to improve service quality and reduce costs.
• Build and maintain strong internal and external relationships.
• Deliver all work to a high standard, exceeding customer satisfaction levels.
• Flexibility to work shifts as required to support customer and business needs.
• No direct leadership responsibilities, but may provide subject matter expertise.
• Make decisions within established guidelines.
• Ensure customer requirements are met in accordance with service level agreements and performance metrics.

Key Behaviors
• A highly motivated individual who demonstrates enthusiasm and energy, using positive language with customers and colleagues, adaptable to change, and flexible in approach. Take pride in personal appearance and seek to maintain professionalism in all interactions.
• Promote inclusion and teamwork, showing respect for customers and colleagues at all times, demonstrating good work ethics during all interactions in a fair and consistent manner.
• Act with integrity, being reliable, loyal, and trustworthy, demonstrating a high degree of integrity.
• Take ownership of customer issues, pursuing all avenues to ensure satisfactory resolutions.
• Build customer value, possessing the tenacity and confidence to challenge existing thinking or trends to influence team success while ensuring the customer remains at the center of all actions.
• Own safety and security, protecting ourselves and each other from harm and securing our customers' assets as if they were our own.

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