Job Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That\xe2\x80\x99s why we need smart, committed people to join us. Whether you\xe2\x80\x99re 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\xe2\x80\x8by while evolving your skills in a culture that will welcome your unique contributions? If so, let\'s start the conversation.The JobThis position is responsible for the growth and retention of a nominated portfolio of existing accounts, segmented either geographically or by sector. Differentiating Iron Mountain\xe2\x80\x99s 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 ResponsibilitiesRetain 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 opportunitiesOwn 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 ExcellenceIdentify 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 relevantGenerate leads across all Iron Mountain product lines individually and or in partnership with relevant aligned geographic or sector specific Sales TeamsReview and proactively manage customer contract renewalsUnderstand the full organisational structure of each account group and ensure that Iron Mountain is engaged across the entire customer \xe2\x80\x9cfield of play\xe2\x80\x9dIdentify 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 trendsMonthly forecasting revenue trends within their Key Customer and capturing material revenue adjustments as soon as they are discovered to mitigate inaccurate financial reportingMarket all aspects of Iron Mountain products, services and market differentiating processes as \xe2\x80\x98added value\xe2\x80\x99 and refer Customer on for further training as requiredIdentify 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\xe2\x80\x99 needs involving other internal Iron Mountain stakeholders as appropriateFully understand customers\xe2\x80\x99 responsibilities and requirements in regard to specific compliance, legislation and environmental policies pertinent to the relevant industry sectorUnderstand marketplace trends and buying signalsAlways \xe2\x80\x98sell\xe2\x80\x99 the added value of Iron Mountain as a market place differentiator through all our services and the Key Account Management roleDrive to attain higher levels of Customer Satisfaction within their customer base, with the support of the Customer Care teamChampion 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 obligationsOwn 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 portfolioUnderstand the full organisational structure of each account and ensure that Iron Mountain is engaged across the entire customer \xe2\x80\x9cfield of play\xe2\x80\x9dProactively determine the frequency of meetings and reviews with all of their clients in line with departmental guidelinesDrive 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 repetitionLead and participate in internal virtual teams both within customer experience and from other functions ensuring the customer requirement is fully understood and representedFacilitate 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 processCommunicates effectively and convincingly across the full range of communication channelsLeading, facilitating or participating within virtual/real Customer Experience and other Iron Mountain functional teamsEnhance the name of Iron Mountain as the industry leader within Records and Information ManagementEnsure that internal communications channels between all their team and all other Iron Mountain functions are exemplaryUnderstands and communicates the Iron Mountain value proposition effectively and with impact, identifying key issues and articulating actionsGather, 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\xe2\x80\x99s core valuesWork 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 accurateSeeks 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 InformationRefers admin, service or system requests to Customer Care in a timely and efficient mannerMaintain 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 emailEnsure contract compliance and adherence to company procedures.Pro-actively communicate professionally with customers via letters, telephone and e-mail to enhance the Iron Mountain relationshipWrite and proactively present proposalsAssist in the training and induction of new employees and assist in cover during colleague\xe2\x80\x99s sickness and holidaysManage own training requirements in relation to other services and products that form part of Iron Mountains portfolioPrepare and deliver presentations as required during Team MeetingsInput into the budgeting processCommercial management of contract negotiationsCommercial, pricing and contract authority within permitted guidelines, as approved by line managerThe PersonUniversity degree or business/project management qualification would be well regardedExperience within the FSI and Technology verticals would be a great advantageExcellent verbal, written, analytical and interpersonal skillsIT literate with knowledge and experience of using all Windows based packagesAbility to work independently as well as the capability to manage teamsStrong management experience in revenue focussed or account management environmentSignificant commercial acumen gained through customer facing experienceProven track record of developing client relationshipsExperience of dealing with complex customer relationshipsExperience of delivering high value and complex tender responsesCategory: Sales

Iron Mountain