Director Global Strategic Accounts
Iron Mountain Incorporated
Idah
5d ago

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.

Job Title :

Director, Global Strategic Accounts

Iron Mountain’s Global Strategic Accounts represents a select group of Iron Mountain’s largest high-profile, growth orientated, and influential customers.

These customers have a global presence and require a specialized, best-in-class level of service and attentiveness due to the nature and complexity of the business.

The goal of the Global Strategic Account (GSA) organization is to sharpen customer focus and act as a strategic partner to our customers as their digital and business needs evolve.

The GSA team is responsible for managing and overseeing Iron Mountain’s top-tier customers and expanding relationships to the next level.

The GSA team will understand customer priorities and objectives, then plan and deliver relevant aligning solutions, while also ensuring that we are delivering best in class, white-glove service.

The Director, Global Strategic Accounts is accountable for the delivery of optimal quality service and achieving total customer satisfaction for Iron Mountain’s highest profiled and most complex GSAs.

This senior leader support role is responsible for effectively leading our Global Strategic Account Managers and Account Service Managers (ASM) dedicated to supporting our GSAs.

This leader will ensure that we provide the highest levels of service while growing new business and maintaining standard operating processes.

This role is key to growing, maintaining, and retaining our marquee named customers. The Director will maximize customer support satisfaction, build customer loyalty, and increase revenue for GSAs.

This individual will support and implement strategic business initiatives aligning with customer SLAs, metrics and objectives.

Leadership :

Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams

Drive creative and supportable solutions, support ongoing critical functions, and drive results for GSAs across all lines of business

Ability to navigate Iron Mountain’s global network and organization in order to accomplish what is needed for customers

Provide leadership in managing and developing our teams that support GSAs

Ensure the teams supporting their assigned GSAs are achieving desired results and KPIs

Serve as a Subject Matter resource for the GSA teams and customers

Customer Relationships (Internal and External) :

This customer-facing role will create near and long term value and build trusting relationships with our customers

Serve as escalation point of contact for customer sponsors and critical customer requests

Interact and present to internal / external leadership and executives as the Subject Matter Expert (SME)

Develop trusted advisor relationships with customer stakeholders and executive sponsors

Customer Strategy & Support :

Ensure customers receive white-glove and premier service in all locations globally

Strive to achieve and / or maintain, preferred supplier status with assigned customers

Oversee that critical incidents for customers are effectively communicated, managed, and resolved

Analyze customer programs and provide recommendations (process and program) to improve the customer experience

Ensure that customers are consistently serviced in a standardized manner on a global scale, and within the terms of the contract

Partner with the Managing Director to create and execute success plans (for assigned GSAs) that lead to contract renewals and revenue growth

Remove and eliminate roadblocks to delivering premier service for our customers internally and externally

Identify opportunities to cross-sell new business

Drive change within internal / external programs to accomplish customer business goals by implementing strategies as appropriate

Perform root cause analysis to identify customer immediate and long-term solutions

Review customer trends and identify areas for improvement

Effectively remediate and resolve customer issues

Drive teams to quick and efficient resolution of customer issues

Negotiate contracts and agreements (renewals and expansion deals) to maximize profit

Forecast and track key account metrics

KPIs

Total account book of business revenue growth

Contributions to bookings

Contribution to cash collections / bad debt

Customer satisfaction and building customer loyalty

Qualifications

Director, Global Strategic Accounts :

Bachelor’s Degree, Master’s preferred

10 years experience

7+ years managing complex, large customer relationships

Experience managing a pipeline and forecasting to meet and exceed quota

Strong leadership, teamwork, communication and cross-group collaboration skills

Experience mentoring

Experience driving action and accountability in a virtual team

Detail oriented, ability to manage multiple priorities in a fast paced environment

Experience with Salesforce.com and other CRM tools

Ability to think strategically and bring structure to a team

Experience in Records / Information / Data Management and best practices

Experience with Electronic Content Management and digital solutions

Ability to present information to key stakeholders, including senior level executives

Experience in planning, developing and implementing effective best practices, policies and procedures for Global Accounts

Creative thinking and problem-solving skills

High degree of professionalism, business acumen, and tact

Ability to travel 60%

Category : Sales Group

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