• Manager, Customer Loyalty and Support

    Job Location(s) US-PA-Royersford
    Requisition #
    2018-19763
    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

    Job Summary: The Supervisor of Customer Loyalty and Support will lead a centralized team executing strategy and tactics to save customers who indicate they want to end their relationship with Iron Mountain. If unable to save a customer, he/she is responsible for closing customers’ account as efficiently as possible. The supervisor is responsible for executing the management operating system (MOS), holding the team accountable for performance metrics (volume & revenue retention) and the timely completion of the end-to-end close process (first call, term invoice communication, payment receipt acknowledgement, order scheduling, etc.) This role is responsible for focusing on the Customer Experience & driving a high level of customer satisfaction scores around the closure, driving a customer experience where IRM has an opportunity to win a customer back at a later date. This role will collaborate with IRM Billing and Collections for receiving timely payment of final invoice and aged receivables or crediting of an account, when applicable. This supervisor is responsible for hiring, coaching and maintaining a team of agentswho have the skillset to perform the functions of a Customer Loyalty Specialist or a Support Specialists in an environment that empowers team members to make decisions and grow.

    Primary (P) or Secondary (S) Key Responsibilities: What are the main responsibilities of the job. Indicate which are primary (essential to the job) and which are secondary (not essential to the job). % of Time Spent:
    P A. Supervising a team of empowered, high performing Agents in order to create an environment that is responsive to customers. * Provides the team the necessary training, tools and coaching/feedback to save customers or close a customers’ account timely. * Execute a Management Operating System that identifies areas needing focus before they impact the customer and the employee experience. * Create a collaborative environment for agents to grow in their role * Accountable for hiring decisions * Responsible for performance management and identifying development opportunities. 75%
    P B. Continuous Improvement – In order to increase save percentages, reduce the level of effort to close accounts and improve the employee experience, create and maintain a thriving continuous improvement organization at all levels. 25%
    P C. 25%
    P D. 25%
    P


    Functional Knowledge, Skills, and Competencies: (Define the knowledge and skills required to demonstrate proficiency/competency in the job.)

    • People Leadership
    • Strategic Thinking, Strong Problem Solving Skills
    • Negotiation skills
    • Excellent verbal and written communication skills
    • Ability to communicate and work at all levels of the internal and external organization (internal and external)
    • Strong leadership abilities across geographies and departments
    • A good listener with a positive can-do attitude
    • Good planning and organizational skills
    • Commitment to follow through and complete assigned actions
    • Computer literacy and ability to use on-line system for input, maintenance and inquiries
    • Competency in computer software packages (Excel/Word/Visio/Project/Power Point)
    • Business Acumen and Data Analysis
    • Iron Mountain Systems: SafeKeeperPLUS, Oracle, SFDC, AVAYA, Securebase

     


    Business Expertise: (Define the level of business expertise required of the internal and/or external business environment, scope (if applicable) and overall business acumen needed to be effective in the role)

    • Customer support activities
    • Strong time management skills
    • Strong 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

    Scope Information:
    • Revenue (P&L) Yes No Annual dollars:
    • Operating Budget Yes No Annual dollars: estimate $600K (2010)

    Leadership: (Define the extent to which the role is required to lead others, processes or programs)
    • Ability to support new initiatives
    • Ability to manage, coach and support

    Problem Solving: (Define the typical level of problem solving minimally required by the role)
    • 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 needs into the team for support.


    Nature of Impact: (Define the overall impact this role has on company operations and/or external customers)
    • This team needs to function at a high-level with our customers in order to be given the opportunity to save the account, reduce escalation to Executive Leadership and give Iron Mountain the opportunity to win back a customer at a future date.

    Area of Impact: (Define where this role has impact within the daily context of position responsibilities. e.g. department, territory, business line, functional area, organization, etc.)
    • This is a centralized team whose customers are both internal and external: Customers, Operations, Sales, Legal, Contracts and Care.

    Interpersonal Skills: (Define the required skills for the role with internal and/or external contacts and the level/type of interaction necessary)
    • Excellent verbal and written communication skills
    • Ability to support new initiatives
    • Ability to manage, coach, and support
    • Strong listening skills
    • Strong customer focus


    Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to meet the minimum requirements of the role)

    A. Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)
    B. Travel Requirements: (Please indicate percentage of travel required)
    % Total travel :0%
    % Local travel (Depending on District):0%
    % Overnight travel: 0%
    C. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)

    100% 1. Laptop / desktop computer, telephone
    0% 2. Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:
    10-20 lbs.
    30-40 lbs.
    40 lbs.
    0% 3. What are the physical aspects of the job? (Please list general work environment considerations and physical requirements such as climbing racking, trucks, ladders etc.).

    D. Licenses & Certifications Required:

    E. Qualifications: (Circle the minimum and preferred education and experience for the role)
    Minimum Education: Minimum Experience:
    High School Less than 2 years
    2 Yrs College 2 – 4 Years
    4-Yr College Degree 4 – 7 Years
    Masters Degree 7 – 10 Years
    PhD 10+ Years
    Preferred Education: Preferred Experience:
    High School Less than 2 years
    2 Yrs College 2 – 4 Years
    4-Yr College Degree 4 – 7 Years
    Masters Degree 7 – 10 Years
    PhD 10+ Years


    Approvals:

    Direct Manager: ____________________________________ Date: __________________________

    Human Resources __________________________________ Date: __________________________


    Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.


    Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.

    Job Requirements

     

    Job / Physical Requirements/Qualifications: (Define the physical demands and/or travel requirements necessary to meet the minimum requirements of the role)
    A. Physical Requirements: (Please describe any physical requirements necessary to perform the minimum requirements of the role)
    B. Travel Requirements: (Please indicate percentage of travel required)
    % Total travel :0%
    % Local travel (Depending on District):0%
    % Overnight travel: 0%
    C. Utilization of Time and Equipment: (Allocate the % of a total day. Total does not have to equal 100%)
    100% 1. Laptop / desktop computer, telephone
    0% 2. Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:
    10-20 lbs.
    30-40 lbs.
    40 lbs.
    0% 3. What are the physical aspects of the job? (Please list general work environment considerations and physical requirements such as climbing racking, trucks, ladders etc.).
    D. Licenses & Certifications Required:
    E. Qualifications: (Circle the minimum and preferred education and experience for the role)
    Minimum Education: Minimum Experience:
    High School Less than 2 years
    2 Yrs College 2 – 4 Years
    4-Yr College Degree 4 – 7 Years
    Masters Degree 7 – 10 Years
    PhD 10+ Years
    Preferred Education: Preferred Experience:
    High School Less than 2 years
    2 Yrs College 2 – 4 Years
    4-Yr College Degree 4 – 7 Years
    Masters Degree 7 – 10 Years
    PhD 10+ Years

    Approvals:

    Direct Manager: ____________________________________ Date: __________________________
    Human Resources __________________________________ Date: __________________________

    Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility of the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.

    Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, creed, age, national origin, sex, sexual preference or handicap.