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.
The Position
Take ownership of an assigned customer portfolio, focusing on retention, growth, and exceptional service through effective account management practices. Build and maintain strong, trusted relationships with customers to ensure their satisfaction and loyalty. Drive successful contract renewals by securing favorable terms and identifying opportunities to deliver value. Act as a trusted advisor by offering tailored solutions that address customer needs and foster long-term partnerships. Develop and implement both short and long term strategies to achieve sustainable growth while proactively identifying and mitigating risks. Stay well versed in all Iron Mountain products and services to confidently engage in solution-oriented discussions that enhance customer experiences and drive business success.
The Responsibilities
- Maintain agreed company Sales Activity KPIs – e.g. customer contacts, visits, proposals, line of business footprint
- Manage portfolio budgeted ISV vs Actual
- Manage and grow pipeline opportunity whilst maintaining quality
- Provide mid term (next 12 months) strategic growth and retention plan for each account within your portfolio, with
- progress, next steps, risks updated each quarter
- Secure customer contract renewals proactively with optimal terms and conditions for the company and ensure all customer contracts and renewal dates are identified and an effective business strategy developed and implemented to renew all contracts
- Execute Customer projects, including:
- Account clean ups/contacts (e.g. accounts not aligned to sub accounts)
- Project manage Resource /Back-scan, Destruction
- Invoices checked
- Ensure pre approval of quotations at agreed company margins
- Ensure “prompt” quotations for such projects are provided to the customer
- Identify, plan and implement a proactive and effective contact strategy for each customer, including the engagement of additional company resources within each account, where appropriate
- Cultivate and maintain effective business relationships with C-level decision makers in strategic accounts
- Build and maintain strong, long-term customer relationships, developing trusted advisor relationships with customer stakeholders and executive sponsors throughout the portfolio heightening Customer Engagement. This includes Customer Contact Mapping to identify and establish new strategic customer contacts to broaden and deepen relationships within a customer’s business and supporting with Strategy Planning and Meeting Schedules
- Maintain brick walling and balance sheet methodology for your portfolio and regular review
- Participate in company training as requested
- Ensure any Service Delivery failures/ escalations are managed effectively by the appropriate department, handle complaints and problems in a timely and effective manner, acting as the liaison between customers and internal teams
- Oversee the efficient Project Management of Customer On-boarding ensuring any new business is on-boarded and invoiced accurately, as quickly as possible
- Assist in resolving high-severity requests or issue escalations, as needed to ensure customer satisfaction
- Collaborate with internal teams to:
- Lead all commercial discussions and negotiations with the customer, including contractual terms and conditions, rates, reporting and contract duration to maximise the company’s recurring revenue and gross margin for the maximum term possible
- Ensure the alignment and accuracy of all customer contracts, rates, billing and CRM data within the company’s systems
- Facilitate regular Operations, Service Delivery (CARE) and other internal stakeholder meetings to ensure alignment in servicing and retaining the customer portfolio, and identify, address and pre-empt issues and drive best-in-class
- customer service and satisfaction
- Share a comprehensive knowledge of the customer’s business and industry, as required, across the company
- Engage with product specialists in a productive and proactive manner to ensure opportunity wins
- Work effectively with operations to ensure service engagement and delivery provided is best-in-class
- Engage and participate across all lines of business and the national sales team, providing lessons, risks and support in a positive, professional manner at all times
- Attend and engage in a positive manner – all sales meetings – in a punctual manner with any predetermined requirements for the meeting completed
- Work proactively with Heads/s of sales to support and mentor less experienced employees. Act like a leader at all times.
- Engage and participate across all lines of business and the national sales team, providing lessons, risks and support in a positive, professional manner at all times
- Act as the product and solution provider all services offered in the market by Iron Mountain, as well as demonstrate a
- sound level of Market and Industry knowledge
- Drive the Company’s differentiation/value proposition in the customer portfolio and identify customer needs/opportunities for lead generation for growth and collaborate to ensure growth objectives are achieved
- Own, create and maintain up-to-date Customer Account Plans for your portfolio, including Account Strategy, and a full organisational structure of each account group to ensure the company is engaged across the entire customers business including sub organisations, sister companies or acquisitions
- Participate actively and professionally in all/any company launched revenue programs
- Plan for and execute API/ CPI plan for all accounts
- Proactively target vended and un-vended prospects and key competitor accounts to drive and generate new, profitable revenue growth within Australia (AU) and identify global opportunities. Ensure all business is secured at the optimal terms and conditions for the company
- Own your book of business (BoB) value for the period, high retention/growth focus and commitment to meeting agreed
- company outcomes
- Ensure CRM compliance for information, detail, maintenance, all within a timely and accurate manner
- Ensure all customer invoicing is accurate and ensure DSO compliance within company guidelines
- Accurate and punctual sales reporting and maintenance as required
- Accurate and punctual dashboard/KPI review and update where required in Salesforce and Tableau
- Maintain and escalate a Risk Plan for each customer group within your portfolio
- Provide accurate and timely pipeline update including areas of probability, value and timeline expectations
- Provide accurate and timely revenue forecasts for your portfolio, by line of business
- Provide mid term (next 12 months) strategic growth and retention plans by line of business for each account within your portfolio, with progress, next steps, contractual agreement status and risks updated each quarter.
- Include a timeline and contacts for next steps
- Perform all other duties as needed or required to maintain and grow profitable business within the assigned account base
- Achieve superior customer feedback and ratings and achieve NPS Relationship targets for response rate and overall
- target
- Comply with safe work practices, the requirements of PD and other directives of the employer to assist with meeting obligations under OHS & E Legislation and the Company’s ANZ OHS&E Management System
The Person
- Marketing, Business, or Commercial tertiary qualifications highly regarded
- A track record of high performance in B2B Account Management
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
- Experience in activity-based sales processes
- Experience in delivering client-focused solutions based on customer needs
- Discipline, tenacity with technical aptitude and a high-degree of personal resilience
- Excellent listening, verbal, presentation and written communications skills
- Ability to generate ideas and solutions
- Account Planning and Account Management skills
- Consultative Selling Skills
- Negotiation skills
- Problem solving skills
- Analytical and financial fluency
- Proficiency in MS Office and CRM software (e.g. Salesforce)
- Advanced Negotiation skills
- Business Planning skills
- Strong presence, impact and influencing skills with senior decision-makers
- Strong teaming, influencing and collaboration skills to gain the commitment and secure alignment of staff who are not direct reports
- Proven business analysis, proposal development and financial fluency
- Excellent time management and planning skills with the ability to prioritise conflicting demands
- Ability to effectively present information to diverse groups
- Excellent time management and planning skills with the ability to prioritise conflicting needs
- Support of all other company agents