Account Manager

5 days ago

Sydney, New South Wales, Australia Iron Mountain Full time

The Job

Take ownership of a designated existing customer portfolio within ALM, focusing on growth, retention and exceptional service through effective account management practices. Build and maintain strong and trusted relationships with customers, act as a trusted advisor to encourage renewable and referenceable support, whilst delivering value to both Customer and Iron Mountain. Develop and implement both short- and long-term account strategies, drive sustainable growth and mitigate potential risks. Additionally, maintaining in-depth knowledge of Iron Mountain's ALM products and services is essential to confidently communicate their benefits and value to customers.

The Responsibilities

  • Building rapport with key stakeholders within IM's existing portfolio of customers
  • Nurture and develop existing relationships with Corporate and Government customers
  • Provide an escalation contact for key customers for active orders and manage escalations
  • Attend customer meetings, document deficiencies and become the SPOC for ongoing customer BAU activities, including upcoming opportunities / projects
  • Manage key SLA's and KPI's for accounts to ensure on time delivery
  • Plan to deliver in line with IM's ALM market offer IT Life Cycle Services
  • Review the success of the account and proactively find ways to grow and develop revenue streams
  • Up-sell and cross sell the company's services to clients (Lead Generation)
  • Assist with tender responses, quoting, sales reporting and other tasks as required
  • Provide regular updates both internally and to clients on performance of existing arrangements as well as areas for improvements
  • Drive and manage the delivery of projects in the prescribed time, budget and quality standards
  • Manage internal and external stakeholders to achieve the project objectives
  • Development of project plans including scheduling, KPI's, goals and measures
  • In conjunction with the client, developing SOW ensuring that they are in line with agreed commercial terms, on boarding of new customer / projects
  • Development and preparation of detailed Work Instructions for delivery team(s), OLA's
  • With Finance, ensuring regular and accurate invoicing to clients
  • Manage, Organise, Control and Complete assigned daily/weekly tasks to given deadlines

The Person

  • Typically, 10+ years' relevant work experience, some of which includes IT outsourcing, service delivery and managing resources
  • Proactive, organised, friendly, solution focused, self-driven, can-do attitude, can think outside the square and customer focused
  • A track record of high performance in B2B Account Management
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
  • Experience in delivering client-focused solutions based on customer needs
  • Marketing, Business, or Commercial tertiary qualifications highly regarded
  • Discipline, tenacity with technical aptitude and a high-degree of personal resilience
  • Excellent listening, verbal, presentation and written communications skill
  • Ability to generate ideas and solutions
  • Account Planning and Account Management skills
  • Proficiency in MS Office and CRM software (e.g. Salesforce)
  • Advanced Negotiation skills
  • Strong presence, impact and influencing skills with senior decision-makers
  • Strong teaming, influencing and collaboration skills to gain the commitment and secure alignment of staff who are not direct reports
  • Proven business analysis, proposal development and financial fluency
  • Excellent time management and planning skills with the ability to prioritise conflicting demands
  • Ability to effectively present information to diverse groups
  • Technical appreciation of infrastructure solutions and service management process
  • Understanding of cost sensitivities involved in delivery of infrastructure services
  • Assessment of technical and commercial risk
  • Customer focused, building collaborative partnerships when providing service to customer, colleagues, and staff
  • Prepare reports, correspondence, presentations and contract variation
  • Handle verbal or written complaints

The Company

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences among us. And here, we'll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can't wait to hear about YOU.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Business Development, Sales, and Consulting
  • Industries: IT Services and IT Consulting
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