Tele Customer Development Executive

Iron Mountain is a storage and information management company, assisting more than 156,000 organizations in 36 countries on five continents with storing, protecting and managing their information.

Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951. Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions. Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

The Tele Customer Development (TCDE) role is a key member of the Iron Mountain National/Vertical sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field BDEs in the National/Vertical sales Strategic/Vertical accounts **Key Responsibilities:** Relationship Management: * Build and maintains customer relationships to understand the organizational business objectives and goals. Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,). * Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customer educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement. * Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools. Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans. Business Opportunity: * Primary attachment is to Low Share of Wallet accounts – driving the “wake-up” opportunity * Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions. * Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace. Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support. * Research of account status to prepare for contract negotiations. Responsible to assist in the Renewal and execute on the Renewal process when needed. * Use of internal systems to generate reports and analysis based on customer’s request. Ensures the timely completion of reports and analysis, and takes action based upon analysis to resolve or create opportunity * Keeps abreast of the competitive environment and impact on National/Vertical accounts * The TCDE is responsible for account selling activities working with the Business Development Executive (BDE) to provide detailed responses to RFP’s, tracking activity in SFDC, conducting competitive research and knowledge of IRM product offerings. Contract Renewals and Negotiations: * The TCDE partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract. * Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts. Account Profitability: * Responsible for final account profitability through leading negotiation process and ensuring an acceptable on time outcome from a pricing, profitability, liability, operational, and SLA perspective for accounts. Responsible for identifying areas of opportunity, securing resources and driving sales process to assist in scoping and pricing for special projects within assigned accounts. Customer Experience and Escalations: * Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue * Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations * Conduct compliance assessments, identify risks and perform root cause analysis and lead action in directing internal and external teams in issue resolution/corrective actions * Save accounts at risk and defining possible solutions to customer issues to lead to retention Compliance/Team Support * Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures. * Stays informed of trends and changes in Records/Information/Data Protection Industry * Timely and consistent communication with internal team members – National/Vertical, Support and Market Teams. * Update and coordinates with other departments to ensure that they are consistently implementing systems that support the customer’s requirements. * Develops and records individual performance goals and objectives * Maintain working partnership with Markets, Area and Corporate teams. * Other duties as assigned including assistance with special projects

**Business Expertise:** * This role is required to have general business acumen and understand IM’s solution offerings and its competitive environment. * This role requires a deep understanding of IM’s services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments.