Customer Success Associate

4 weeks ago

Manila, National Capital Region, Philippines Iron Mountain Full time
Overview

Iron Mountain is seeking a Customer Success Associate to join our Digital Customer Success team. The CSA is a customer-centric position responsible for helping deliver high-quality customer service and success management through a round-robin assignment model. This position ensures each customer receives timely and personalized support, contributing to customer satisfaction, retention, and loyalty through responsiveness and knowledge.

Responsibilities
  • Manage a rotating queue of customer accounts
  • Address customer inquiries, concerns, and escalations in a timely and professional manner
  • Collaborate with near-shore, in-region Customer Success Managers, Professional Services, Support, Product, and Sales teams to resolve customer issues and provide timely communication
  • Maintain customer data including customer interactions, renewal dates, annual recurring revenue, and customer health risks and other updates within the CSP (Customer Success Platform)
  • Participate in team meetings and contribute to continuous improvement by sharing customer insights, process improvements, and collaborating with CSMs to identify opportunities to improve the customer experience
  • Assist Customer Success Managers in ongoing customer account activities, account data management, and providing day-to-day operational support across touchpoints to help ensure a seamless and consistent customer experience
Required Qualifications
  • Strong communication skills in English, both written and verbal
  • Self-motivated with the ability to work independently and manage time efficiently across multiple customer requests
  • Disciplined in following processes, procedures and adhering to guidelines and expectations
  • Ability to identify potential risks and mitigate customer challenges through timely communication and follow-up
  • Familiarity with Customer Success Platforms (CSP) and other customer success management tools to streamline operations and improve outcomes
  • Demonstrated competency with common technology and technical concepts, including but not limited to Google Suite, CSP, Salesforce, Jira
Equal Opportunity

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Job Details
  • Seniority level: Associate
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: IT Services and IT Consulting

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