Job Overview
Location
US | AZ | Remote
Job Type
Full-time
Category
Product Management
Date Posted
June 23, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact and advocate for assigned customers, resolving escalations with independent judgment and discretion to ensure exceptional service quality.
- • Proactively manage customer satisfaction by monitoring service delivery, partnering with the Network Operations Center (NOC) to maintain Iron Mountain’s service standards.
- • Lead the end-to-end implementation of Iron Mountain’s data center products and services, including eliciting customer requirements, tracking project schedules, and evaluating project risks.
- • Manage multiple concurrent customer installations and projects, ensuring timely execution and alignment with customer expectations.
- • Collaborate with sales and marketing teams to identify and execute growth opportunities with existing customers, including contract renewals and expansion initiatives.
- • Conduct in-person meetings and data center tours to strengthen customer relationships and showcase Iron Mountain’s capabilities and solutions.
- • Act as a key participant in major incident response processes, ensuring rapid resolution and communication to minimize customer impact.
- • Maintain daily documentation of all customer interactions in ServiceNow and Salesforce to ensure a seamless, unified customer experience across the lifecycle.
- • Streamline communication between customers and internal teams, escalating technology-related concerns, procedural changes, and service expectations as needed.
- • Prepare and deliver detailed customer reporting packages, including audit participation, ensuring frequent, bi-directional communication and transparency.
- • Triage, track, prioritize, and resolve all customer issues and requests with urgency, leveraging ServiceNow for efficient case management.
- • Assist the accounting team in resolving billing discrepancies by applying detailed knowledge of Iron Mountain’s technical specifications and pricing logic.
- • Clearly articulate Iron Mountain’s business processes, products, and services to customers to ensure full understanding of offerings and strategic plans.
- • Provide second-level technical and operational support to customers, addressing complex inquiries beyond initial support tiers.
- • Demonstrate strong administrative capabilities with meticulous attention to detail in managing contracts, statements of work, and equipment specifications.
- • Maintain a process-oriented approach in a fast-paced environment, effectively multitasking across customer accounts, projects, and internal coordination.
- • Apply business acumen and technical knowledge of data center infrastructure—including power, cooling, networking, and cloud services—to advise customers and drive satisfaction.
- • Utilize Microsoft Office tools, including SharePoint and Microsoft Project, to manage documentation, timelines, and reporting.
- • Adapt successfully to a dynamic work environment with evolving priorities and customer demands.
- • Exhibit a strong work ethic and positive attitude while consistently delivering high-quality service and customer outcomes.
- • Demonstrate proficient sales capabilities to identify and pursue customer expansion opportunities and contract renewals.
🎯 Requirements
- • Bachelor’s Degree with 3-5+ years of experience in account management, customer support, project management, or data center/IT service delivery
- • Blend of business acumen, large-scale IT systems knowledge, governance, and operations
- • Familiarity with ITIL service management
- • Excellent customer-facing skills and a demonstrated drive for high customer satisfaction
- • Process-oriented with ability to effectively multitask in a fast-paced environment
- • Technical aptitude around data center power, cooling, networking, and cloud services
🏖️ Benefits
- • Opportunity to work with a global leader in data center and colocation services serving over 1,100 customers
- • Exposure to hyperscale-ready, strategic edge, and underground data center environments
- • Collaborative culture focused on sustainable, responsible innovation in IT infrastructure
- • Career growth within a company with a 30-year proven track record in information management
Skills & Technologies
Remote
Degree Required
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About Iron Mountain Incorporated
Iron Mountain Incorporated is a global provider of information management, storage, and digital transformation services. Founded in 1951, it safeguards physical and digital assets for more than 225,000 customers worldwide, including 95% of the Fortune 1000. The company operates a network of secure facilities for records storage, data centers, and art storage, alongside offering cloud migration, data governance, and secure shredding services. Headquartered in Boston, Massachusetts, Iron Mountain helps organizations reduce risk, comply with regulations, and unlock value from their information throughout its lifecycle.
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