• Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations • Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with Leadership to ensure Iron Mountain service quality • Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners • Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers • Recognizes value-added customer service opportunities and proactively takes the lead in pursuing • Provides timely feedback to the company regarding service failures or customer concerns • Key participant in major incident process • Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes • Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional • Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests • Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic. • Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities • Provide escalated second level support of our customers.