Senior Manager, Account Management

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The role of the Senior Manager of US Public Sector Account Management is to lead the account management team and build relationships with existing clients. Account Management focuses on customer retention and satisfaction to protect the revenue base. The Account Managers work closely with clients to identify their needs. They also develop strategies to ensure that the operational teams are providing quality, cost-effective services.

RESPONSIBILITIES:

• Manage and Develop a High Performing Account Management Team: There will be approximately 13 Account Managers reporting to this Senior Manager. In addition, the Sr Manager and respective team will work closely with Iron Mountain’s various Operational leaders and Customer Service team  to improve Iron Mountain’s services, billing and customer retention.    
• Performance Management:  Proven track record of strong account management performance management cadence and results.  Consistently review Key Performance Indicators (KPI) to measure team’s current performance and to predict future performance against stretch goals. 
• Customer Satisfaction: Select and communicate with active customers for annual Customer Survey to drive high Net Promoter Score and Federal Contractor Performance rating
• Continuous Process Improvement:  Implement a culture of continuous process improvement to drive efficiencies to manage the significant growth in new business and customers
• Renewals: Drive proactive contract renewal process with customers with aggressive price increases. Routinely drive strategic business reviews with existing customer base.
• Working with sales leadership and account executives to develop strategies to grow existing accounts and ensure quality and cost-effective services
• Proactively reduce A/R balances and prevent any invoices from exceeding 90 Days.
• Provide insightful coaching that drives expected behaviors, employee satisfaction, account retention and revenue growth.
• Maintain in-depth knowledge of Iron Mountain’s government offerings, technologies, and internal Book to Billing process for all service lines.
• Ensure account managers follow the documented policies and processes.
• Consistently meet with direct team members to review individual key performance indicators,  challenges, goals and objectives, etc.
• Recruit, develop, coach, and attempt to always maintain a fully staffed team

JOB REQUIREMENTS:

• Proven track record leading high performing account management/customer success/customer service teams.  Minimum 8+ years leading an account management/customer success/customer service team.
• Documented track record leading teams with high customer retention and satisfaction..
• Must be a skilled motivator with demonstrated ability to coach and develop account management staff to exceed goals and deliver high quality service to customers.
• Must have a proven ability to manage both direct and indirect employees in a matrixed organization. Ability to team effectively at all levels of Iron Mountain and customer personnel (to include C-level) on a wide range of topics and issues.
• Exceptional communication skills required to navigate through a company  processes that includes legal, compliance, financial and operational complexities
•  Strong interpersonal, planning and analytical skills
• BA required,  government experience is desirable