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Global Hyperscale Account Manager
Location
Arizona + 4 moreAll locations: Arizona | New Jersey | New York | Texas | Virginia
Posted
104 days ago
Salary
$107.5K - $143.3K / year
Seniority
Senior
Job Description
Global Hyperscale Account Manager
Iron Mountain
• 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
Job Requirements
- Bachelor’s Degree preferred
- 5+ years of experience in account management, customer support, project management, or data center / IT service delivery
- A blend of business acumen, large-scale IT systems knowledge, governance, and operations
- Must be able to project confidence and expressiveness in both oral and written communications
- Workload prioritization and personal organization skills are required
- Experience in working cooperatively with peers and managers to achieve common goals
- Technical aptitude around data center power, cooling, networking, and cloud services
- Datacenter colocation experience a plus
- Must be a US Citizen
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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