The Customer Success Representative (CSR) is responsible for supporting the Global Account Managers and Managing Directors in managing the relationships and growth for Iron Mountain’s Global Industries Accounts. The idóneo 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 on a global scale.

Responsibilities
GI Team Support and Partnership:
Support the GI team to drive business, customer loyalty, and retention, on a global and/or local in-country scale(depending on scope of role)
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
Assist the Global Account Managers, BDEs, and Managing Directors, as required
Identify and uncover new opportunities through established relationships
Day to day support, escalation, issue resolution, reporting

Customer Relationship:




Build and maintain strong relationships with customer key contact
Lead recurring calls to keep customers informed of key items/issues
Ability to support and help lead Business Reviews
Ability to navigate and interact internally/externally, on a global level
Identify and support new opportunities (cross-sell and upsell); RFPs, SOWs, etc.
Strengthen and maintain relationships with internal/external customers to provide best in class service, ensure the customer experience is optimal by all means necessary

Customer Strategy & Support:
Lead operational and account support activities to include; changes in customer service, inventory transfers, billing and invoicing, issue resolutions, incidents, etc.
Accountable for managing bad debt
Assists with contract negotiations, and operations
Execute and implement price increases
Ensure that customer agreements and contracts are upheld and executed correctly, including SLAs, r

📌 Customer Success Specialist (Santiago)
🏢 Iron Mountain
📍 Santiago