Senior Manager Customer Experience SEA

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Senior Manager - SEA Customer Excellence will drive a seamless customer journey by overseeing the newly consolidated Customer Excellence Organization, which integrates the Care and A2C teams. This role is pivotal in enhancing customer experience, ensuring operational efficiency, and driving measurable impact across all customer touchpoints.

Responsibilities
 

Customer Experience Transformation

• Lead process improvements to streamline customer interactions, ensuring faster query resolution and increased customer satisfaction.
• Drive enhancements in Customer Effort Score (CES) and Customer Satisfaction Score (CSAT) by addressing key pain points such as delays in document retrieval, invoice submission errors, and dispute resolution inefficiencies.
• Implement AI-driven analytics to identify root causes of service inefficiencies and proactively resolve customer challenges.

Bad Debt Expense Reduction & AR Aging Improvements

• Establish in consultation with the SEA Collections Manager proactive customer engagement strategies to reduce unpaid invoices and improve collections efficiency.
• Develop early-warning indicators to detect at-risk accounts and initiate targeted interventions to prevent overdue accounts from aging.
• Collaborate with finance & commercial to refine dispute resolution workflows, reducing backlog and accelerating invoice-to-cash cycles.
• Reduce bad debt write-offs by improving payment tracking and increasing first-call resolution rates for billing-related inquiries.

Dispute Management & Resolution

• Implement a structured dispute resolution framework to enhance the speed and accuracy of handling invoice disputes.
• Strengthen collaboration between Customer Excellence, Commercial, Operations and Finance teams to accelerate dispute resolutions, improving cash flow and customer satisfaction.
• Manage $40m of aging AR and Dispute resolutions to ensure revenue protection and minimize customer escalations.

Service-to-Sales Integration

• Train and enable customer care teams to identify and capitalize on upsell and cross-sell opportunities while maintaining service excellence.
• Implement AI-based insights to analyze customer interactions and recommend personalized product/service offerings based on their needs.
• Launch cross-functional initiatives to drive revenue growth through service engagements.

Self-Service & Digital Enablement

• Spearhead self-service initiatives, increasing self-service adoption and reducing inbound support tickets.
• Drive automation and AI-driven chatbots to enhance response times and reduce manual workload.
• Lead the adoption of applicable digital channels to optimize service delivery and improve customer convenience.

Operational Efficiency & Team Leadership

• Centralise customer request management to streamline workflows and reduce inefficiencies.
• Strengthen integration between legacy Customer Care (CARE) and Agreement-to-Cash (A2C) teams to ensure seamless customer support and enhance service efficiency under a "One Team" philosophy.
• Lead, mentor, and develop a high-performing customer excellence team.

Strategic Leadership & Stakeholder Management

• Shape and refine the Customer Experience (CX) organisational structure for SEA, ensuring alignment with long-term business strategies.
• Engage with key stakeholders, including finance, sales, and operations teams, to ensure cross-functional collaboration in delivering best-in-class customer service.
• Foster a culture of continuous improvement by leveraging data analytics, AI, and automation to optimize customer engagement strategies.

Qualifications & Experience

• 15+ years of experience in customer care, billing, revenue,  collections, and dispute resolution in a B2B environment.
• Excellent stakeholder management skills, with the ability to influence at senior executive levels and drive enterprise-wide change is essential.
• Strong expertise in customer experience system & process transformation and self-service enablement.
• Experience in cross-functional collaboration with finance, sales, and operations to achieve measurable business impact.
• Strong leadership skills with a track record of mentoring and developing high-performing teams.
• Experience in managing large-scale shared service operations and driving customer journey improvements.
• Exposure to bad debt management, AR aging reduction, and financial process improvements including revenue , reporting & governance.
• Skilled in Lean Six Sigma methodologies principles to optimize service processes and improve efficiency.
• Strong analytical and data-driven mindset, proficient in customer analytics platforms, CRM tools, and reporting dashboards.
• Experience in leading regional customer operations, ensuring alignment with corporate strategy.

Expertise in leveraging automation, AI and predictive analytics to improve customer service efficiency