Customer Care Assoc III

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 Purpose

The successful candidate will have a proven track record of delivering effective customer outcomes and leveraging key metrics-including invoicing accuracy-to drive decision-making and company growth.

Key Responsibilities

• Customer Relationship Management: Develop a deep understanding of customer requirements, working closely with direct accounts and Enterprise Account Managers to design and deliver complex, tailored solutions.
• Operational Execution: Support daily, monthly, and quarterly operations to ensure customer business requirements are met with exceptional attention to detail. (Experience in the IT/IM legacy industry is a distinct advantage.)
• Cost Control & Invoicing: Monitor and manage costs in alignment with contractual pricing. Oversee complete monthly invoicing and collate partner costs to ensure accurate financial reporting, collaborating cross-functionally with Operations, Finance, and Partner Management teams.
• Process Improvement: Drive enhancements within the Customer Service group, with a strong focus on customer-facing improvements and billing efficiency.
• Stakeholder & Performance Reporting: Prepare for and support customer meetings, including Quarterly Business Reviews (QBRs). Track performance using KPIs against targets and report operational efficiencies to the EMEA Service Delivery management team.
• Strategic Alignment: Participate in business meetings to support initiatives and strategies that improve organizational competitiveness and profitability.
• Team Support: Provide guidance, support, and training to new team members.

Category: Customer Support

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 . 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

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