Customer Care Associate

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.

Job Summary:We are seeking a highly professional and detail-oriented Customer Care Associate to manage the critical B2B customer lifecycle phases of onboarding and off boarding. This role is pivotal in ensuring our clients successfully adopt our services from day one and experience a streamlined. You'll serve as a primary liaison, guiding businesses through complex setups, addressing specific enterprise needs, and capturing vital feedback. Your commitment to customer excellence, coupled with your meticulous approach to system cleanup and data integrity, will be key to fostering enduring client relationships and informing our B2B strategies.Responsibilities:

• B2B Client Onboarding & Implementation:
  • Proactively engage with newly signed B2B clients to initiate and manage the onboarding process.
  • Collaborate with client stakeholders (e.g., IT, procurement, project managers) to facilitate account setup, user provisioning, system integrations, and data migration.
  • Conduct comprehensive product walkthroughs, tailored training sessions, and provide detailed documentation to ensure clients achieve optimal adoption and value.
  • Address and resolve complex technical or procedural inquiries during implementation, escalating to dedicated technical support or solutions architects as necessary.
  • Monitor onboarding milestones, identify potential roadblocks, and proactively communicate progress to both internal teams and client contacts.
  • Gather structured feedback from new clients to continuously refine and optimize our B2B onboarding framework.
• Corporate Client Off boarding & Retention:
  • Serve as the main point of contact for corporate clients initiating contract termination or service reduction.
  • Conduct professional exit interviews or comprehensive surveys to deeply understand churn drivers, competitive insights, and areas for service improvement.
  • Clearly communicate offboarding procedures, data export options, contractual obligations, and final billing cycles in a precise and professional manner.
  • Accurately process cancellations and update client records within enterprise CRM and billing systems.
  • Perform necessary system and data cleanup post-offboarding to ensure data integrity, privacy compliance, and efficient resource allocation. This includes deactivating accounts, removing access permissions, and archiving relevant information according to company policy.
  • Where appropriate, identify opportunities for client retention, prepare win-back proposals, or facilitate warm handovers to dedicated retention specialists or account managers.
  • Document detailed offboarding reasons, trends, and client feedback to contribute to strategic churn analysis and product/service development.
• Client Relationship Management & Customer Excellence:
  • Maintain meticulous and up-to-date client records within our CRM, ensuring all interactions and statuses are accurately logged.
  • Act as a trusted advisor and advocate for our B2B clients, consistently delivering professional, efficient, and solution-oriented service with a strong focus on customer excellence.
  • Collaborate seamlessly with B2B Sales, Account Management, Technical Support, and Product Development teams to ensure a cohesive client experience.
  • Identify potential upsell or cross-sell opportunities for advanced features or supplementary services based on client needs observed during onboarding.

Qualifications:

• Proven experience of 3-5 years in a B2B-focused customer success, account management, or technical support role, preferably within logistics, BPO, services or equivalent 
• Exceptional verbal and written communication skills, with demonstrated ability to engage confidently with diverse corporate stakeholders 
• Strong analytical and problem-solving abilities, capable of navigating complex client challenges and offering strategic solutions.
• Highly organized with meticulous attention to detail, capable of managing multiple concurrent client engagements and priorities, and ensuring data accuracy and system hygiene.
• Proficiency with enterprise-level CRM software (e.g., Salesforce,) and project management tools.
• Familiarity with contract management and billing processes in a B2B context is a significant advantage.
• Proactive, results-driven, and committed to delivering an exceptional client experience.
• Bachelor's degree in Business, Communications, IT, or a related field is preferred.
• Willing to work onsite in Southwoods, Carmona 

Category: Customer Support

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