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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 Job

This position is responsible for the growth and retention of a nominated portfolio of existing accounts, segmented either geographically or by sector. Differentiating Iron Mountain’s value proposition to customers by building strong relationships, both internal and external, and taking ownership for overall customer satisfaction. Identifying new opportunities across all product lines and responsible for managing revenue within an assigned portfolio of account groups. The Senior Key Account Manager will be the voice of the customer internally and ultimately will achieve assigned financial revenue targets.

The Responsibilities

• Retain the aligned Customer in terms of revenue and cubic ft storage and in turn to maximise the available revenue generated from these relationships by identifying other revenue opportunities

• Own and support the creation and overall implementation of Account Plan(s) within their Accounts leading the relationship on specific allocated customers to ensure retention of revenue through Customer Excellence

• Identify and implement the most effective and tailored proactive contact strategy through strong relationship mapping and partnership with both the customer and the IM Sales team where relevant

• Generate leads across all Iron Mountain product lines individually and or in partnership with relevant aligned geographic or sector specific Sales Teams

• Review and proactively manage customer contract renewals

• Understand the full organisational structure of each account group and ensure that Iron Mountain is engaged across the entire customer “field of play”

• Identify and manage potential profit improvements and pricing exposures using the Iron Mountain suite of tools and processes to assist in this task taking into account appropriate market trends

• Monthly forecasting revenue trends within their Key Customer and capturing material revenue adjustments as soon as they are discovered to mitigate inaccurate financial reporting

• Market all aspects of Iron Mountain products, services and market differentiating processes as ‘added value’ and refer Customer on for further training as required

• Identify opportunities to help address customer challenges that generate ad hoc revenue for Iron Mountain in the form of Special Projects. Manage, monitor and evaluate the project to ensure that it meets the customers’ needs involving other internal Iron Mountain stakeholders as appropriate

• Fully understand customers’ responsibilities and requirements in regard to specific compliance, legislation and environmental policies pertinent to the relevant industry sector

• Understand market place trends and buying signals

• Always ‘sell’ the added value of Iron Mountain as a market place differentiator through all our services and the Key Account Management role

• Drive to attain higher levels of Customer Satisfaction within their customer base, with the support of the Customer Care team

• Champion the quality of Account Management to ensure employee and customer satisfaction, and maintain a professional corporate image to ensure that Iron Mountain exceeds its service obligations

• Own Account Plans leading the management and fronting relationships with customers for Iron Mountain thereby ensuring profitable growth in recurring and special project revenue across this combined portfolio

• Understand the full organisational structure of each account and ensure that Iron Mountain is engaged across the entire customer “field of play”

• Proactively determine the frequency of meetings and reviews with all of their clients in line with departmental guidelines

• Drive effective pricing management across the relevant customer base.

• Review and proactively manage customer contract renewals.

• Using Business Analytics address relationship risks with customers, before they become critical, help investigate root-cause analysis and develop strategies to avoid repetition

• Lead and participate in internal virtual teams both within customer experience and from other functions ensuring the customer requirement is fully understood and represented

• Facilitate query debt resolution where required within the Customer portfolio and participate in reviews of debt with the Credit Control team and through the debt management process

• Communicates effectively and convincingly across the full range of communication channels

• Leading, facilitating or participating within virtual/real Customer Experience and other Iron Mountain functional teams

• Enhance the name of Iron Mountain as the industry leader within Records and Information Management

• Ensure that internal communications channels between all their team and all other Iron Mountain functions are exemplary

• Understands and communicates the Iron Mountain value proposition effectively and with impact, identifying key issues and articulating actions

• Gather, share and distribute competitor, market and sector/industry information.

• Work closely with all stakeholders across the Sales and Service Delivery teams to ensure that a standard, best in class service delivery, approach to corporate account management methods and standards is adopted across the entire SA Business adhering to Iron Mountain’s core values

• Work closely with the Finance Group and Revenue Management stakeholders to ensure revenue trends and variations are understood and any reported forecast revenue risks and gains are timely and accurate

• Seeks coaching and feedback from peers and leaders to strengthen own effectiveness.

• Analyse customer needs and request support to provide customers with relevant and value driven Management Information

• Refers admin, service or system requests to Customer Care in a timely and efficient manner

• Maintain CRM applications (SFDC), and customer correspondence files. Including but not limited to the following: Pipeline reports, Strategic Account Plans, Meeting Minutes and QBR decks, customer communications including telephone and email

• Ensure contract compliance and adherence to company procedures.

• Pro-actively communicate professionally with customers via letters, telephone and e-mail to enhance the Iron Mountain relationship

• Write and proactively present proposals

• Assist in the training and induction of new employees and assist in cover during colleague’s sickness and holidays

• Manage own training requirements in relation to other services and products that form part of Iron Mountains portfolio

• Prepare and deliver presentations as required during Team Meetings

• Input into the budgeting process

• Commercial management of contract negotiations

• Commercial, pricing and contract authority within permitted guidelines, as approved by line manager

The Person

• University degree or business/project management qualification would be well regarded

• Experience within the FSI and Technology verticals would be a great advantage

• Excellent verbal, written, analytical and interpersonal skills

• IT literate with knowledge and experience of using all Windows based packages

• Ability to work independently as well as the capability to manage teams

• Strong management experience in revenue focussed or account management environment

• Significant commercial acumen gained through customer facing experience

• Proven track record of developing client relationships

• Experience of dealing with complex customer relationships

• Experience of delivering high value and complex tender responses

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. 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: J0078540