Customer Success Manager in Louailles, France

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

We are currently seeking a Customer Success Manager to join our Professional Services team. In this position, you will play a crucial role in supporting our customers’ digital transformation journey and ensuring the continued success of our GDS (Global Digital Solutions) portfolio.

What you will do

• Collaborate closely with customers to define and achieve clear success criteria post-implementation, providing exceptional support and guidance to their users and stakeholders.

• Develop and nurture strong relationships with customers throughout the implementation process and beyond, fostering long-term partnerships.

• Serve as the primary point of contact, maintaining open lines of communication to address customer needs and concerns effectively.

• Devise and execute strategic plans to drive product adoption, customer retention, and expansion of Iron Mountain’s solutions.

• Maintain a customer-centric approach, ensuring that customers remain at the forefront of all activities and that our technology solutions are successfully delivered and utilized.

• Utilize customer journey mappings to track and monitor customer success, identifying areas for improvement and providing relevant insights.

• Conduct regular engagement sessions with customers, offering guidance on product functionality, sharing best practices, introducing new features, and resolving challenges.

• Drive customer engagement and maximize usage by analyzing data to uncover trends, opportunities, and areas for enhancement.

• Ensure accurate and timely management of customer activity, providing comprehensive reporting to management.

• Collaborate with internal teams as necessary to deliver exceptional customer success and address support escalations.

• Measure and communicate the value, ROI, and proposed outcomes to customers, ensuring alignment with their strategic goals.

• Drive escalations and effectively resolve issues to achieve high levels of customer satisfaction.

What you will bring

• Proficiency in multiple languages, specifically English and French.

• Prior customer success experience, with a focus on Enterprise and Mid-Market companies in complex service-based organizations.

• Ability to handle challenging customer situations with empathy, professionalism, and patience.

• Proven track record in account management, demonstrating strong project management skills, strategic thinking, and problem-solving abilities.

• Effective communication skills, both internally and externally, with the ability to engage professionally with senior-level roles.

• Strong background and knowledge in digital strategy and transformation, encompassing areas such as SaaS, machine learning, analytics, cloud storage, information governance, electronic content management, business process/workflow enablement, outsourcing, and document/information capture.

• Experience delivering SaaS training to Fortune 1000 companies, particularly in highly regulated industries, with a focus on one or more of the following verticals: Banking/Financial Services (including Insurance), Energy, Media & Entertainment, Legal, Life Sciences/Pharma, and Government/Public Sector.

• Familiarity with customer success platform (CSP) software and customer success tools.

• Solid analytical background, specifically in customer success performance metrics.

• Proactive approach to identifying and mitigating risks to prevent customer churn and dissatisfaction.

• Excellent communication, teamwork, and presentation skills

Discover what we offer

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone’s voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come

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Category: Sales

Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.

Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. 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: J0064197