Global Strategic Account Manager

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

As a trusted partner to our clients there is a requirement that our Mountaineers must be vaccinated.

Job Title: Global Strategic Account Manager

Global Strategic Accounts (GSA): Iron Mountain’s Global Strategic Accounts represents a select group of Iron Mountain’s largest high-profile, growth orientated, and influential customers. These customers have a global presence and require a specialized, best-in-class level of service and attentiveness due to the nature and complexity of the business.

The goal of the Global Strategic Account (GSA) organization is to sharpen customer focus and act as a strategic partner to our customers as their digital and business needs evolve. The GSA team is responsible for managing and overseeing Iron Mountain’s top-tier customers and overseeing relationships to the next level. The GSA team will understand customer priorities and objectives, then plan and deliver relevant aligning solutions, while also ensuring that we are

delivering best in class, white-glove service.

The Global Strategic Account Manager (GSAM) role is to act as a global leader for assigned Global Strategic Accounts responsible for anticipating and supporting our global customer requirements and strategic needs by deeply understanding a particular vertical/industry.

The GSAM is acutely familiar with the way in which our global customers are structured and the complexities involved in buying/operating globally vs. locally. As such, the GSAM must drive, influence and coordinate the execution of managing the customer partnership through

internal resources across various geographies. The GSAM builds strategic customer relationships and focuses on retaining, building customer loyalty, and partnering with the Managing Director on growing the account.

Responsibilities:

GSA Team Partnership and Leadership:

• Partner with the Managing Director and support the GSA team to drive

business, customer loyalty, and retention - on a global scale

• Collaborate in the development and execution of Global Account strategies

• Collaborate cross-functionally within all levels of the organization and

advocate for external and internal teams

Customer Relationship:

• Accountable for all account management functions for the respective

assigned GSAs, on a global scale

• Partner with key internal/external stakeholders to ensure optimal results for

the customer and Iron Mountain

• Ensure regular proactive communications are occurring with customers,

including recurring issue resolution, operational review calls, and one-on-one

meetings

• Identify and assess customer’s needs, use unique insights and consultative

techniques to teach customers about their industry and link compelling

solutions from Iron Mountain’s portfolio to address key customer priorities

Customer Strategy & Support:

• Continuously identify and pursue new revenue opportunities across all

product lines, use best practices from verticals, and work with country and

regional teams to win new business

• Assists with the development and implementation of the global account

strategy and account plans through understanding the client’s global

operating model, planning and decision making channels, as well as their

value proposition.

• Manage and oversee all key account management aspects, including bad

debt, incident management, reporting, SLA management, etc.

• Strengthen and build trusting relationships with the customer by educating

them on new issues and outcomes in their industry, recommending solutions,

and helping them avoid potential land mines

• Drive and guide contract re/negotiation utilizing GSA team resources to

support the re/negotiations initiatives

• Ensure that Iron Mountain meets/exceeds customer contractual process

adherence (SLAs, credits, payment terms, special processes, rates)

• Monitor spend and billing (spending trends, verification of billable activities is

occurring, etc.)

• Implement and ensure that all price increases are executed according to

the contract

• Contract management and assist with the creation, including GSAs/MSAs

and other agreements

• Create and lead QBRs for assigned GSAs

• Lead, scope, building proposals, and oversee customer projects

KPIs Total account book of business revenue growth

• Contributions to bookings

• Contribution to cash collections/bad debt

• Customer satisfaction and building customer loyalty

Qualifications Global Strategic Account Manager:

• Bachelor’s Degree or equivalent experience

• 8 years experience managing large, complex customer relationships

• Experience working with customers on a global level

• Understanding of Iron Mountain’s organizational structure and

hierarchy, on a global scale

• Strong understanding of Iron Mountains product and services

• Strong customer service & engagement experience

• Strong phone presence and comfortable initiating conversations

• Self-starter and proactive problem solver

• Ability to work in a dynamic fast-paced environment

• Strong interpersonal skills

• Willing to work independently

• Team Player

• Travel - up to 25%

\#LI-Remote

Category: Sales Group

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0036806