Iron Mountain Senior Manager, Customer Success GDS in Remote, Massachusetts
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.
Iron Mountain Digital Solutions are a critical part of our customer technology driven solutions, providing technology and software-as-a service to enable customers in unlocking their data content and adding exponential value to their operating and strategic activities .
The Global Digital Solutions, Crole is responsible for the successful launch of the GDS solution portfolio into the Customer atmosphere to support their digital transformation path and feed into their digital strategy. As well as provision of customer training and support through the initial stages of their journey as they transition from Implementation through to business as usual activities. Working with the cross functional teams of Pre-Sales, Implementation and Sales to develop and deliver the customer training required with a ‘white glove’ approach carried through to a successful outcome of their application of the solutions past the original use case. Future strategy includes the selection, engagement and partnership with external organizations to support our expansion geographically and strategically with the solutions.
The Senior Manager, Customer Success GDSwill hold responsibility for assisting the customers in having clear and concise success criteria post implementation, receiving world-class enablement support for their users and stakeholders.
Customer follow-up to identify and develop new requirements to enhance the offerings as well as identifying potential new revenue streams which to hand over to product and Sales teams respectively.
Maintaining a strong customer centered approach; keeping the customer at the front and center of all related activities, leading to a successful delivery and uptake of the growing technology solutions within Iron Mountain as well as linking other existing services where required.
Developing and maintaining the customer training materials and portfolio to provide a comprehensive and white glove enablement experience for all levels of the customer user groups
Working across cross functional teams to leverage expertise and knowledge on product, customer strategies and enablement to build a comprehensive training collateral base
Providing customer facing training either remotely or in person for the Digital Solution portfolio across multiple geographies (North America and Western Europe in 2020, growing to include ASIAPAC and LATAM in 2021) as directed
Providing support to trained customers for a transition period during their initial usage of the Digital solutions, acting as a ‘fast-response’ bridge coordinating with Digital Support teams, Sales and Product Management to ensure customer issues are resolved as quickly and as comprehensively as possible and always with a ‘white glove’ methodology
Taking the lead with customers to understand ‘what else’ can be achieved in shorter and longer term strategies. Whilst also engaging in activities and thought leadership, enabling the customer to gain more value from the solutions at key stages of the transition period and beyond in to BAU
Coordinating and targeting customer feedback engagement sessions or via online forms - customer dependent – to collate and present common themes as well as highlighting ‘game-changing’ enhancements with repeatable and scalable revenue value
Driving customer references through successful engagements and activities
Supporting Sales and Pre-Sales with RFP/RFI responses in relation to customer training and customer success process and activities
Responsible for timely, complete, and accurate input and management of customer activity to line manager
Responsible for identifying upsell opportunities from customer related activities and passing through to the responsible Sales lead in a timely fashion to capitalize on success
Responsible for measuring and providing customer with committed value/ROI/proposed outcomes
Responsible for contract renewal
Professional Customer Success / Training professional with 5+ years of direct training experience to multiple levels within the customer organization.
Demonstrable and referenceable SaaS customer facing training experience across a multitude of mediums and methods
Minimum of 5 years of customer facing in and to large, complex services based organizations
Strong Machine Learning, Analytics, Workflow, ECM and Cloud platform domain knowledge and associated market vertical and technology experience.
Candidates must have a strong background and knowledge of digital strategy and transformation activities and solution including SaaS, machine learning capability and technology, analytics, cloud storage, information governance, electronic content management, business process / workflow enablement and outsourcing, document and information capture.
Experience delivering SaaS training into Fortune 1000 companies in highly regulated industries with particular emphasis in one or more of the following verticals:
Banking/Financial Services including Insurance
Media & Entertainment
Excellent communication, teaming and presentation skills.
Strong business acumen and account planning skills.
Minimum of four-year college degree; Masters degree preferred
Knowledge of ML components and benefits, analytics capability and potential, Cloud platforms, Enterprise Content Management, BPO, Workflow, Document Management digitization solutions.
40 - 50% travel
Category: Information Technology Group
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