Global Hyperscale Account Manager

Position Overview

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. 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. As the Global Hyperscale Account Manager, you will be an integral part of the organization – bridging the gap between customers and our operational delivery teams and ensuring the highest level of service delivery. You will oversee projects and business relationships with key hyperscale customers while collaborating across critical departments. This role requires a self-starter who proactively ensures customer satisfaction, with approximately 10-15% travel for customer meetings.

Key Responsibilities

• Building trust, loyalty, and solid long-term relationships with key decision-makers at customer accounts and internally with IMDC teams.
• Managing most aspects of project implementation for IMDC products and services for our hyperscale customer installations – including eliciting requirements, supporting the contract approval process, monitoring project schedules, and evaluating risks.
• Overseeing project planning, documentation, communication, resource availability, change and risk management, and ensuring projects are completed to high standards of quality, on time, within scope, and budget.
• Coordinating project schedules and communications both externally to the customer and internally with project teams and executives.
• Streamlining information flow between customers and the organization, escalating issues when necessary to promote customer business needs.
• Acting as the primary customer advocate and focal point for all assigned key accounts, resolving escalations with independent judgment.
• Triaging, tracking, prioritizing, and resolving client issues and requests, leveraging ServiceNow where appropriate.
• Presenting detailed customer reporting packages, ensuring bi-directional, frequent communication.
• Collaborating with Sales, CSM, OPS, and other teams to ensure high-quality service delivery and customer satisfaction.
• Developing and maintaining relationships at all customer levels to position IMDC as a strategic partner and leading the delivery of data center solutions and services.
• Resolving customer-related billing issues.
• Partnering with sales and marketing to identify and deliver growth opportunities with existing customers.
• Communicating the organization’s business processes, products, and services to customers.
• Managing customer account renewals and negotiating all commercial aspects of the contract (Term, Pricing, etc.).
• Ensuring contracts are carried out according to agreed terms and accurately forecasting renewals opportunities within IMDC’s CRM tool.
• Staying aware of industry trends and competitive activity within the Data & Devices market.

Required Qualifications

• Bachelor’s Degree preferred.
• 5+ years of experience in account management, customer support, project management, or data center/IT service delivery.
• A blend of business acumen, large-scale IT systems knowledge, governance, and operations.
• Strong confidence in both oral and written communications.
• Excellent workload prioritization and organizational skills.
• Experience working cooperatively with peers and managers to achieve common goals.
• Technical aptitude in data center power, cooling, networking, and cloud services.
• Datacenter colocation experience is a plus.
• Must be a US Citizen.

Benefits & Perks

• Li-Remote: This position offers a remote work option.
• Competitive Compensation: $104,800.00 - $139,700.00 + commissions.