The role

The Global Account Manager (GAM) is to act as a global leader for assigned Global Industries Accounts and is responsible for anticipating and supporting our global customer requirements and strategic needs by deeply understanding a particular vertical/industry. This position will be assigned the Financial/Banking vertical - experience in this vertical is a non negotiable requirement.




The GAM is acutely familiar with the way in which our global customers are structured and the complexities involved in buying/operating globally vs. locally. As such, the GAM must drive, influence and coordinate the execution of managing the customer partnership through internal resources across various geographies. The GAM builds strategic customer relationships and focuses on retaining, building customer loyalty, and partnering with the Managing Director on growing the account.




The team

The Global Industries (GI) program encompasses a select group of customers that we want to make a strategic investment in to enhance our existing relationship, while partnering with them where we can further expand our partnership. Our objective is to harness our industry insight and organizational strengths to help solve our premier customers’ most complex problems.




The responsibilities




GI Team Support and Partnership:

Partner with the Managing Director and support the GI team to drive business, customer loyalty, and retention - on a global scale
Collaborate in the development and execution of GI strategies
Collaborate cross-functionally within all levels of the organization and advocate for external and internal teams
Identify and support new opportunities (cross-sell and upsell); RFPs, SOWs, etc.
QBR/IBRs, recurring customer meetings to ensure global contact and coordination
Responsible for overall service execution, customer satisfaction, and loyalty




Customer Relationship:

Accountable for all account management functions for the respective assigned accounts, on a global scale
Partner with key internal/external stakeholders to ensure optimal results for the customer and Iron Mountain
Ensure regular proactive communications are occurring with customers, including recurring issue resolution, operational review calls, and one-on-one meetings
Identify and assess customer’s needs, use unique insights and consultative techniques to teach customers about their industry and link compelling solutions from Iron Mountain’s portfolio to address key customer priorities




Customer Strategy and Support:

Continuously identify and pursue new revenue opportunities across all product lines, use best practices from verticals, and work with country and regional teams to win new business
Assists with the development and implementation of the global account strategy and account plans through understanding the client’s global operating model, planning and decision making channels, as well as their value proposition
Manage and oversee all key account management aspects, including bad debt, incident management, reporting, SLA management, etc.
Strengthen and build trusting relationships with the customer by educating them on new issues and outcomes in their industry, recommending solutions, and helping them avoid potential landmines
Drive and guide contract re/negotiation utilizing GI team resources to support the re/negotiations initiatives
Ensure that Iron Mountain meets/exceeds customer contractual process adherence (SLAs, credits, payment terms, special processes, rates)
Monitor spend and billing (spending trends, verification of billable activities is occurring, etc.)
Implement and ensure that all price increases are executed according to the contract
Contract management and assist with the creation, including GSAs/MSAs and other agreements
Create and lead QBRs for assigned accounts
Lead, scope, building proposals, and oversee customer projects




About you:

Bachelor’s Degree or equivalent experience
Currently working within the Financial/Banking industry
8+ years experience managing large, complex customer relationships
Experience working with customers on a global level
Understanding of Iron Mountain’s organisational structure and hierarchy, on a global scale would be well regarded
Strong understanding of Iron Mountains product and services would be an advantage
Strong customer service and engagement experience
Strong phone presence and comfortable initiating conversations
Self-starter and proactive problem solver
Ability to work in a dynamic fast-paced environment
Strong interpersonal skills
Willing to work independently
Team Player
Willingness to travel when required (up to 25%)




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.