![Iron Mountain](https://media.trabajo.org/img/noimg.jpg)
CoE Customer Success Specialist
hace 2 meses
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Customer Success Specialist (CSS) is responsible for supporting the Customer Success Managers and
Global Account Managers in managing the relationships and growth for Iron Mountain’s GlSV & Enterprise
Accounts. The ideal candidate will possess both a sales and operational background that enables them to
successfully build and maintain relationships, advise customers, develop innovative programs, and expand
across new business units.
Overall Key Accountabilities
● Create, develop and maintain strong internal and external relationships
● Day to day support and escalation management
● Lead operational and account support activities to include; changes in customer service, inventory
transfers, billing and invoicing, issue resolutions
● Customer specific awareness and dedicated support
● Awareness of customer bespoke processes, providing accurate root cause analysis and complete
remedial actions to prevent repeated customer issues
● Proactively identify initiatives and look to create efficiencies through regular customer process reviews
● Key stakeholder management – Internal and External – allowing for effective communication
● Input information and attend Monthly/Quarterly customer service/business reviews with key stakeholders
as requested by the CSM/GAM
● Invoice analysis, review of customer spend and ensuring accurate customer billing information
● Identify opportunities for self-serve and other IM products in line with customer needs
● Support in customer training of online self-serve tools and education of IM products
● Pro-active internal management of customer programmes as needed
● Lead and support account restructures
● Dedicated customer onboarding support as needed
● Liaising with the wider customer support teams to ensure the resolution of customer queries in a timely
and professional manner.
● To promote a ‘customer first’ approach to all activities carried out.
● To ensure a professional, courteous and pro-active flow of communication between the business and the
clients it serves. This will include regular interaction with the customer and all business areas.
● Promote the Iron Mountain brand and value proposition
● To carry out other duties deemed necessary by Iron Mountain management within the wider function.
● Product Training - using your knowledge to train your colleagues on products, processes and procedures
● Maintain a wider business/commercial awareness
● Subject Matter Expert - using your experience and knowledge on all products and processes
● Maintain extensive product knowledge
JOB DESCRIPTION
CoE Customer Success Specialist
Rev. June 2024 Page 2 of
● Develop strong working relationships and work collaboratively with internal stakeholders and confidently
and appropriately challenging behaviours where required
● Effective case management in adherence with agreed SLA’s
General Accountabilities
● Develop and maintain an in-depth knowledge of relevant IM process and procedures
● Liaise closely with Account Management, operations, customer care, leadership and other Iron Mountain
functions
● Actively seek new ways to help improve customer process and propose changes to improve the quality of
service delivered and reduce costs
● Builds and maintains 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 Behaviours
● 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. Have 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 whilst 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 whilst 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.
-
Senior Customer Success Onboarding Specialist
hace 6 días
Bogotá, Bogotá D.E., Colombia LatamCent A tiempo completoPosition: Senior Customer Success Onboarding Specialist Are you passionate about empowering customers to thrive with sales automation? At LatamCent, we are seeking a dedicated Customer Success Onboarding Specialist to facilitate the onboarding process for our diverse clientele. About Us: LatamCent specializes in providing innovative solutions that enhance...
-
Client Success Specialist
hace 2 semanas
Bogotá, Colombia Anthology Inc A tiempo completoDescription Customer Success Specialist Remote - Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation...
-
Client Success Specialist
hace 2 semanas
Bogotá, Cundinamarca, Colombia Anthology, Inc. A tiempo completoCustomer Success Specialist Remote - Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and...
-
Manager Customer Success
hace 1 semana
Bogotá, Cundinamarca, Colombia HRprofile A tiempo completoHR Profile, a consulting firm specializing in recruitment and selection of professionals for the LATAM region, is seeking an **Manager** **Customer Success ** for our client, a multinational company specializing in digital development and agile solutions, with operations in the USA, Chile, Mexico, and Colombia. **Objective**:As a Customer Success Manager,...
-
Customer Success Associate
hace 6 días
Bogotá, Bogotá D.E., Colombia Iron Mountain A tiempo completoAbout Iron MountainAt 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...
-
Customer Success
hace 3 meses
Bogotá, Colombia Global66 A tiempo completoSé el/la próxim@ Customer Success en Global66, acompáñanos a mejorar la calidad de vida de las personas y empresas a través de productos y servicios financieros tecnológicos.Somos una Tribu compuesta por más de 200 personas de diferentes nacionalidades, situadas en varios países (Chile, Argentina, Perú, Brasil y Colombia) Nos conectamos a través de...
-
Customer Success Executive
hace 4 días
Bogotá, Cundinamarca, Colombia Infobip Ltd A tiempo completoAt Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s...
-
Customer Success Manager III
hace 6 días
Bogotá, Bogotá D.E., Colombia Avaya A tiempo completoABOUT THE ROLE In this position, you will manage our AXP Public Cloud clientele and solutions, guiding them from initial onboarding through to revenue retention. You will collaborate closely with teams to drive comprehensive customer engagement processes, including Adoption, Expansion, and Renewals. Additionally, you will work to enhance customer references...
-
Customer Support Specialist
hace 4 meses
Bogotá, Colombia Sur A tiempo completoWe are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...
-
Customer Success Manager
hace 3 semanas
Bogotá, Colombia SAP A tiempo completoWe help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Retentions Specialist English Advanced
hace 2 meses
Bogotá, Colombia Talent Solutions A tiempo completoJoin Our Team as a Retentions Specialist!Passionate about customer retention? Join our team in the USA's top provider of broadband and video services.Position:Retentions Specialist (English)Salary: $2,535,238Schedule: Monday to Friday, 8 am - 5 pmShift Options AvailableDays Off: Sunday + 1 rotating weekdayWeekly Hours: 40 hoursBenefits:- Competitive salary-...
-
Bogotá, Bogotá D.E., Colombia TTEC A tiempo completoBilingual Customer Support Specialist – English – SpanishJoin TTEC and become a vital part of our mission to enhance customer experiences. As a Bilingual Customer Support Specialist – Spanish-English, you will play a key role in connecting with customers and providing them with exceptional service. What You'll Be DoingAre you passionate about assisting...
-
Enterprise Customer Success Manager
hace 3 meses
Bogotá, Colombia InEvent A tiempo completoABOUT INEVEN T InEvent is an innovative and fast-paced B2B startup that develops intelligent solutions for hospitality and marketing within large enterprises, creating high-level management for the c-level suite and robust operational tools for analysts and managers. WHO WE ARE InEvent is a remote event tech company with InEventers in over 13 different...
-
Client Success Specialist
hace 6 días
Bogotá, Bogotá D.E., Colombia Quorum Software A tiempo completoOverview The Client Success Specialist (CSS) plays a crucial role in fostering strong relationships with both new and existing clients. This position involves managing the onboarding process for clients, delivering best practices, providing technical and customer support, and facilitating user training on the software application. Quorum Software is...
-
Bogotá, Bogotá D.E., Colombia TTEC A tiempo completoBilingual Customer Support Specialist – English-Spanish Elevate your career with TTEC's esteemed employment environment. As a Bilingual Customer Support Specialist – Spanish-English, you will play a crucial role in enhancing customer interactions. Key Responsibilities Are you enthusiastic about technology and assisting others? In this position,...
-
Bogotá, Bogotá D.E., Colombia TTEC A tiempo completoBilingual Customer Support Specialist – English-Spanish Elevate your career with TTEC's renowned employment experience. As a Bilingual Customer Support Specialist – Spanish-English, you will play a crucial role in enhancing customer interactions. #experienceTTEC Key Responsibilities Are you enthusiastic about technology and dedicated to assisting...
-
Customer Service, Medical Insurance Assistance
hace 2 días
Bogotá, Cundinamarca, Colombia Group Customer operation success A tiempo completoTitulo: Customer Service Representative con Enfoque en Asistencia de Seguros Médicos - Trabajo RemotoEmpresa: CUSTOMER OPERATION SUCCES S.A.S. ¡Únete a nuestro equipo! Oferta Laboral: Servicio al Cliente - Asistencia de Seguros Médicos Descripción del puesto: Estamos buscando personas apasionadas por brindar un excelente servicio al cliente para...
-
Customer Success Support
hace 2 meses
Bogotá, Colombia Sagan A tiempo completoJob Title: Customer Success Support - LATAMLocation: Remote (CST Time zone)Salary Range: up to 2500 USD Work Schedule: Monday-Friday, 8:30 AM to 5:30 PM CSTMornings are usually the busiest as the team reviews overnight work. NOTE: INDEPENDENT CONTRACTOR POSITION Company Overview: Sagan is an exclusive membership community for top executives, founders, and...
-
Customer Success Team Lead
hace 3 meses
Bogotá, Colombia Global66 A tiempo completoSé el/la próxim@ Customer Success Team Lead de Global66, acompáñanos a mejorar la calidad de vida de las personas y empresas a través de productos y servicios financieros tecnológicos.Somos una Tribu compuesta por más de 200 personas de diferentes nacionalidades, situadas en varios países (Chile, Argentina, Perú, Brasil y Colombia) Nos conectamos a...
-
Bogotá, Bogotá D.E., Colombia TTEC A tiempo completoBilingual Customer Support Specialist – English-Spanish Ignite your career with TTEC's renowned employment experience as a Bilingual Customer Support Specialist – English-Spanish. In this role, you will contribute to enhancing customer interactions while being part of a team that values humanity in business. #experienceTTEC Key Responsibilities ...