Customer Loyalty Specialist

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 Loyalty Specialist is a phone-based role that grows assigned and unassigned Iron Mountain customers; Revenue over previous year. Iron Mountain offers an amazing opportunity for you to engage with our customer base and sell a physical solution for their business needs. The focus is on loyalty, retention, and providing solutions to meet customer needs while uncovering and selling new opportunities for revenue growth quota attainment.

Responsibilities:

• Negotiate and agree on future contract terms between IRM and the customer. Address and resolve any issues identified by the customer.

• Approach customers consultatively and systematically to understand the organizational business objectives and goals. Leverage this knowledge to educate on Iron Mountain value and locate opportunities to increase Iron Mountain revenue over prior year.

• Quickly gain knowledge of IRM product offerings through online courses and self-study

• Partner with customer service and operations to ensure a satisfactory customer experience

• Partner with SMB sales team to assist with renewals

• Lead problem resolution within established guidelines by effectively communicating with other departments and the customer

Qualifications:

• Experience in Customer Service

• Work closely with customers to identify the root cause of their issues and do what is possible, within the given guidelines, to resolve and retain customers

• Resell customer on the reasons why they have an established relationship with IRM currently, reinforce the value of IRM service and the impact of leaving IRM on the security and compliance to their Information Management program

• Ability to effectively plan and manage multiple customer accounts

• Ability to partner, influence and negotiate

• Build internal/external relationships through exceptional problem solving skills and consistent follow through

• Demonstrate proficiency with MS Office and Salesforce.com systems

• Determine account status to build the best solution for the customer by researching current services, current pricing, open AR, any other issues the customer has identified

• Excellent organization skills and attention to detail

• Excellent written, oral and presentation skills

• General business acumen and ability to quickly understand IM's solutions

• Strong interpersonal skills, ability to partner, influence and negotiate

Reasonably expected salary range: $44,200.00 - $55,300.00 + commissions.

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

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: J0072033