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Iron Mountain · 2 days ago

Global Hyperscale Account Manager

Tallahassee, FL

Full-time

Hybrid

Senior Level

$108K/yr - $143K/yr

5+ years exp

Iron Mountain is a global leader in storage and information management services, and they are seeking a Global Hyperscale Account Manager to foster long-term relationships with key hyperscale customers. This role involves overseeing project implementations, ensuring high-quality service delivery, and acting as the primary point of contact for customer needs.

Big DataCloud StorageDigital SignageInformation ServicesSecuritySoftware

No H1B

U.S. Citizen Only

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

Qualification

Account ManagementCustomer SupportProject ManagementData Center KnowledgeBusiness AcumenWorkload PrioritizationPersonal OrganizationTechnical AptitudeOral CommunicationWritten CommunicationTeam CollaborationNegotiation Skills