Client Services Manager

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.

Client Services Manager

Iron Mountain is looking for a proactive and organized Client Services Manager to ensure program consistency and client satisfaction through the successful implementation and execution of assigned accounts. The Client Services Manager will act as the primary liaison between the client and cross-functional teams, outlining program goals and monitoring milestones to ensure all deliverables are met accurately and on time.

Key Responsibilities:

+ Program Execution:
Lead the implementation and ongoing management of assigned programs, ensuring all tactical goals and deadlines are met.

+ Documentation & Reporting:
Maintain comprehensive program documentation, including meeting minutes, project updates, and work instructions. Generate data reporting for Quarterly Business Reviews (QBRs).

+ Client Onboarding:
Lead the onboarding process for new clients and facilitate cross-functional implementation meetings to ensure a seamless transition.

+ Operational Integration:
Effectively communicate client requirements and work instructions to Operational, Financial, and IT teams to support execution.

+ Business Reviews:
Prepare business review decks and participate in/drive discussions regarding program performance and client satisfaction.

+ Financial & Performance Monitoring:
Monitor program revenue, profitability, and overall health. Identify and implement process improvements to increase efficiency and accuracy.

+ Issue Resolution:
Manage program risks and issues; perform root cause analysis and execute corrective actions as required.

+ Contractual Compliance:
Understand and interpret client Master Service Agreements (MSAs) and create specific Statements of Work (SOWs) within internal management systems.

+ Sales & Logistics Support:
Collaborate with the Business Development team to manage quotes for onsite projects and coordinate with logistics for scheduling service providers or subcontractors.

+ Training Coordination:
Organize program-specific training and maintain updated training materials for both internal teams and external clients.

+ Workflow Management:
Use internal tools to track client inquiries, opportunities, and project activities; ensure client assets are processed and settled within deadlines.

+ Client Communication:
Maintain timely and professional communication with clients, serving as the first point of contact for day-to-day inquiries and troubleshooting.

Skills & Requirements:

+

Education:

Bachelor's Degree or equivalent experience

+ Account Management: 5 years in account management and/or client services (technology company preferred but not required)

+ Technical Proficiency:
Demonstrable proficiency in Microsoft Office applications and the ability to create and manage detailed project plans.

+ Problem Solving:
Ability to evaluate, troubleshoot, and resolve client issues, including proper documentation for further escalation if necessary.

+ Communication:
Exceptional written, verbal, and presentation skills; ability to facilitate training sessions and deliver informational updates to various stakeholders.

+ Organization:
Strong time management skills with the ability to manage multiple projects, prioritize workload, and respond to changing functional needs.

+ Adaptability:
Ability…