• Supervisor, Customer Programs

    Job Location(s) US-PA-Royersford
    Requisition #
    2018-19628
    Category
    Customer Services & Support
    Type
    Full-Time
  • About Iron Mountain

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more 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.

     

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Job Description

    The Supervisor of Customer Programs will lead a centralized team who support new customer onboardings as well as other centralized activities. Responsible for the daily functions and customer support within the New Customer Support Team. Ensure that team goals and targets are met with the primary focus on quality and customer service.

    • Assist with staff hiring, training, support, development and retention. 
    • Support programs to enhance employee recognition and career development for staff. 
    • Regular communication and support for team on service performance and updates on new company policy, programs and services. 
    • Complete performance reviews and provide feedback to assist team members through performance improvement. 
    • Knowledge and adherence to Iron Mountain policies and procedures both departmental and company level.  
    • Responsible for the supervision of the team to include overseeing direct customer support for customer onboardings and other support needs, relationship support, issue resolution, revenue management, support analysis to internal Iron Mountain customers.  
    • Drive the responsibility for the timely, accurate and productive delivery of customer support needs. 
    • Track results of quality and productivity standards and ongoing quality improvement programs. 
    • Monitor department functions to meet deadlines required by customers.
    • Understand and review contracts for successful submission. 
    • Ensures that team members are knowledgeable of company’s policies and procedures. 
    • Monitor processes that are in place to achieve departmental goals. 
    • Work with other departments to assure completion of special projects, as required. 
    • Support the staffing plans and workflow to support customers. 
    • Maintain plan for call quality and customer interaction support for the team members.   
    • Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures. 
    • Ensure data integrity. 
    • Interpret and answer customer questions and concerns. 
    • Communicate with Internal Iron Mountain teams to understand customer support needs and develop accurate plans for execution; update all parties of progress.   
    • Maintain working partnership with Market, Area, and Corporate teams, as required. 
    • Other duties as assigned, to include Special Projects.  
    • Communicate with internal / external Iron Mountain customers regarding resolution of service problems. 
    • Communicate with Internal Iron Mountain teams to understand customer support needs during the onboarding process as well as other support needs.   
    • Workflow / Performance tracking – Quality Checks. 
    • Provide weekly reports and customer trends/needs for team review and analysis. 
    • Support for escalated customer needs and problem resolution. 
    • Develop workflows and support new centralized customer activities including terminations and contract renewals. 

    Job Requirements

    • Team Leadership 
    • Microsoft Office Suite 
    • Budgeting and Forecasting 
    • Excel, Powerpoint, Access 
    • Iron Mountain Systems:   SafeKeeperPLUS,  SecureBase, SecureSync, IMConnect, Impact 
    • Customer support activities 
    • Strong time management skills 
    • Strong project management, planning and organizational skills 
    • Excellent verbal and written communication skills 
    • Ability to multi-task and prioritize issues in a complex environment. 
    • Excellent customer service skills 
    • Detail-oriented  
    • Ability to support new initiatives 
    • Ability to manage, coach and support 
    • High level problem solving capabilities in support of customer and employee concerns   
    • Ability to recognize and organize the right level of resources to address the problem at hand 
    • Ability to be creative to bring new centralized processes into the team for support 
    • Excellent verbal and written communication skills 
    • Ability to support new initiatives 
    • Ability to manage, coach, and support 
    • Strong listening skills 
    • Strong customer focus 
    • Total travel 10-20%, overnight travel 10-20% 
    • Education/Experience:  4 year college degree / 2 - 4 years

    Compliance Obligations:

     

    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame