Customer Implementation Manager II

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

The Implementation Manager II is responsible for the successful completion of complex archival project engagements for an existing customer.  The Implementation Manager II is embedded at the customer location and works closely with Sales, Operations, and Subject Matter Experts (SMEs) across multiple business units to coordinate and execute the implementation of major projects.  The Implementation Manager II will be responsible for ensuring project execution is done according to documented archival best practices and will work with the customer,  onsite teams, and our Subject Matter Experts to address issues and develop new solutions as needed. The Implementation Manager II is responsible for planning, monitoring, execution, and the successful transition of the customer’s services to the appropriate account support team at project completion. It is expected that an Implementation Manager II is able to independently build and lead projects across multiple service lines with varying degrees of complexity. 

Pay Range: ($72-78/hour)

Monday- Friday

Essential Job Functions

• Responsible for planning, leading and executing a successful project independently and seamlessly transitioning the customer to the account support team.  

• Responsible for developing internal and external workflows along with associated training documents across multiple service lines with guidance from SME. 

• Responsible for analyzing and putting appropriate plans in place to mitigate risk.  Identifies, tracks and resolves project issues as they arise. Communicates risks and escalates issues to senior management when required.  

• Responsible for handling, inventorying, and preparing customer’s unique historical collection materials for relocation according to agreed upon workflows and documented archival best practices. 

• Responsible for supporting multiple complex projects spanning multiple service lines and delegating project tasks where appropriate to leverage expertise.

• Develops implementation strategies and detailed plans to support strategies.   

• Makes recommendations on how best to navigate both internally within Iron Mountain and externally within the customer’s organization to access resources and build consensus regarding project strategy and direction.  

• Serves as the day-to-day contact for the customer during the project.  

• Manages internal project teams as required to execute project work and meet customer’s expectations.  

• Develops and manages weekly status reports, meeting notes and action item logs.  

• Leads both internal and external team meetings to assist with open communications and reporting project progress.  

• Utilizes reporting tools to measure and communicate progress, quality and compliance to the program.  

• Assists customer in the development of internal communications to educate and train the customer’s user community.  

• Identifies potential product and services opportunities during the project. 

Customer Experience

• Responsible for building the first impression Customer relationship.

• Continuous improvement of the customer experience to build more loyalty with our customers.

• Active listening with our customer to understand their needs and determine ways to solve them.

• Being empathetic with customer when solving their problems to understand how they are feeling.

• Pivoting to new challenges and being able to adjust as necessary to provide a consistent and positive experience.

Key Skills, Requirements and Competencies:

• Proven customer facing experience, internal/external written and verbal communication, interpersonal and analytical skills.   

• Significant experience with managing archival or special collections material according to documented best practices.

• Knowledge of best practices surrounding the handling of archival, special, and fragile collection materials.

• Understanding of library and archival storage solutions.

• Ability to multitask and prioritize issues in a complex environment.   

• Excellent customer service and organizational skills.   

• Must be detail-oriented.   

• Must be proficient with Excel, GSuite, and Smartsheets 

• Ability to travel up to 10 - 15% of the time dependent upon project demands.  

• Education / Experience:  Bachelor’s degree in Management or related field preferred or equivalent work experience. / Requires 5 plus years of proven project experience in a library or archives setting.

• Must be fluent in English and position is fully onsite at a customer location

Category: Operations Group