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

The Global Hyperscale Account Manager is an integral part of the organization. They play a vital role in creating healthy long-term service relationships with customers, acting as the bridge between the client and our operational delivery teams, including responsibility for co-coordinating the delivery of services to key hyperscale customers. Another key responsibility is ensuring the highest level of operational service delivery.

To succeed in this role, you must be a self-starter who proactively ensures customer satisfaction on all assigned accounts. The Global Hyperscale Account Manager oversees projects and business relationships for key hyperscale customer(s). The Global Hyperscale Account Manager will have a strong ability to navigate and build relationships within all of the critical departments of our organization to assist in providing world-class service.

The position will require approximately 10-15% travel for customer meetings.

RESPONSIBILITIES:

• Building trust, loyalty, and solid long-term relationships with key decision-makers at customer accounts and internally with IMDC teams

• Manages most aspects for project implementation of IMDC products and services for our hyperscale customer installations and related projects – elicit requirements, support contract approval process, monitor and summarize the process of project schedule, evaluate and analyze risk

• Project Management responsibilities include oversight and delegation of project scopes and objectives, project planning documentation, communication, task resource availability management, change and risk management, project performance tracking, ensuring all team-managed projects are completed to high standards of quality, on time, within scope and budget.

• Oversee project schedule and monitor/update as the project progresses; including communications both externally to the customer and internally to the project team and executives.

• Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, to promote the business needs of the customer

• Serve as the primary customer advocate and management focal point for all assigned key customer(s), exercising independent judgment and discretion to resolve customer escalations

• Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes, and resolves all client issues and requests; leveraging ServiceNow where appropriate

• Analyzes and uses independent judgment to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional

• Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with Sales, CSM, OPS, and other cross-functional team members to ensure high service quality

• Develop and maintain relationships at all levels within the customer to position IMDC as a strategic partner to the customer and lead the delivery of data center solutions and services

• Leads resolution of customer-related billing issues

• Partners closely with sales and marketing to identify and deliver on growth opportunities for IMDC’s business with existing customers

• Ability to explain to our customers the organization and its business processes, products, and services so they understand our plans, offerings, and capabilities

• Work on customer account renewals and negotiate all commercial aspects of the contract (Term, Pricing, etc.)

• Ensure contracts are carried out according to agreed terms

• Responsible for accurate renewals opportunity management (forecasting) for your assigned account base in IMDC’s CRM tool

• Maintain a high level of awareness in regard to industry trends and competitive activity within the Data & Devices market

POSITION REQUIREMENTS:

• Bachelor’s Degree preferred

• 5+ years of experience in account management, customer support, project management, or data center / IT service delivery required

• A blend of business acumen, large-scale IT systems knowledge, governance, and operations

• Must be able to project confidence and expressiveness in both oral and written communications

• Workload prioritization and personal organization skills are required

• Experience in working cooperatively with peers and managers to achieve common goals

• Technical aptitude around data center power, cooling, networking, and cloud services

• Datacenter colocation experience a plus

• PST, MST, or CST preferred

• US Citizen preferred

Li-Remote

Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.