Customer Success Analyst

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. Thats why we need smart, committed people to join us. Whether youre 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, lets start the conversation.
Job Summary
Iron Mountain is seeking a data-driven and proactive Customer Success Analyst (CSA) to join our Center of Excellence (CoE). In this role, you will be the operational backbone for our larger, complex global accounts. You will be responsible for the daily management of global data collection, quality control, and bespoke reporting that drives customer loyalty and continuity.
Working in lockstep with Global Account Managers and Customer Success Managers, you will ensure that every contractual obligation—from Service Level Agreements (SLAs) to secure destruction—is met with 100% accuracy. You are the Subject Matter Expert who translates global data into actionable business intelligence.
What Youll DoData Analysis & Bespoke Reporting

• Global Data Assembly: Act as the central liaison to pull together essential global data and reports, partnering with in-country contacts to automate or manually aggregate insights for the CSM/GAM teams.
• Customer-Centric Insights: Create bespoke reports tailored to specific customer requirements and populate Quarterly Business Review (QBR) templates with high-quality data.
• Financial Oversight: Conduct deep-dive invoice analysis and review customer spend to ensure billing information is accurate and aligned with global contracts.
  
  
  

Operational Excellence & Compliance

• Destruction Lifecycle Management: Proactively manage destruction requests from initial inquiry through to fulfillment and the production of the Certificate of Destruction .
• GDPR & Audit Alignment: Report on destruction volumes and exceptions to ensure customer inventory remains compliant with global data protection regulations (GDPR) and audit standards.
• Contractual Execution: Ensure all global agreements are upheld, monitoring performance metrics and SLAs to guarantee a customer-first delivery model.
  

Relationship & Stakeholder Management

• Internal Liaison: Collaborate with Operations, Customer Care, Agreement-to-Cash (A2C), and Sales to resolve complex customer queries in a timely and professional manner.
• Process Improvement: Actively seek new ways to improve customer processes, proposing changes that reduce costs and enhance the overall quality of service.
  

What Youll Bring

Looking to get Placed? Try our Placement Guarantee Plan

Get Hired

• Analytical Expertise: Strong ability to collect, analyze, and interpret complex global datasets; detail-oriented with a focus on quality control.
• Subject Matter Expertise: Deep knowledge of Information Management (IM) products and processes, specifically in secure destruction and global reporting.
• Communication Skills: Excellent interpersonal skills with the confidence to challenge internal behaviors when necessary to protect the customers interests.
• Technical Savvy: Proficiency in ERP systems, reporting tools, and the Microsoft/Google software suites.
• Motivation & Ownership: A self-starter who takes personal ownership of customer issues and thrives in a fast-paced, shift-based environment.
  

Category: Customer Support
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [HIDDEN TEXT]. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0097563