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.
Job SummaryIron Mountain is seeking a data-driven and proactive Customer Success Analyst (CSA) to join our Center of Excellence (CoE). In this role, you will be the operational backbone for our larger, complex global accounts. You will be responsible for the daily management of global data collection, quality control, and bespoke reporting that drives customer loyalty and continuity.
Working in lockstep with Global Account Managers and Customer Success Managers, you will ensure that every contractual obligation—from Service Level Agreements (SLAs) to secure destruction—is met with 100% accuracy. You are the Subject Matter Expert who translates global data into actionable business intelligence.
What You’ll DoData Analysis & Bespoke ReportingGlobal Data Assembly: Act as the central liaison to pull together essential global data and reports, partnering with in-country contacts to automate or manually aggregate insights for the CSM/GAM teams.
Customer-Centric Insights: Create bespoke reports tailored to specific customer requirements and populate Quarterly Business Review (QBR) templates with high-quality data.
Financial Oversight: Conduct deep-dive invoice analysis and review customer spend to ensure billing information is accurate and aligned with global contracts.
Destruction Lifecycle Management: Proactively manage destruction requests from initial inquiry through to fulfillment and the production of the Certificate of Destruction.
GDPR & Audit Alignment: Report on destruction volumes and exceptions to ensure customer inventory remains compliant with global data protection regulations (GDPR) and audit standards.
Contractual Execution: Ensure all global agreements are upheld, monitoring performance metrics and SLAs to guarantee a "customer-first" delivery model.
Internal Liaison: Collaborate with Operations, Customer Care, Agreement-to-Cash (A2C), and Sales to resolve complex customer queries in a timely and professional manner.
Process Improvement: Actively seek new ways to improve customer processes, proposing changes that reduce costs and enhance the overall quality of service.
Analytical Expertise: Strong ability to collect, analyze, and interpret complex global datasets; detail-oriented with a focus on quality control.
Subject Matter Expertise: Deep knowledge of Information Management (IM) products and processes, specifically in secure destruction and global reporting.
Communication Skills: Excellent interpersonal skills with the confidence to challenge internal behaviors when necessary to protect the customer’s interests.
Technical Savvy: Proficiency in ERP systems, reporting tools, and the Microsoft/Google software suites.
Motivation & Ownership: A self-starter who takes personal ownership of customer issues and thrives in a fast-paced, shift-based environment.
