Implementation Manager II, Customer, North America

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.

The Implementation Manager II is responsible for the successful completion of complex project engagements for new and existing customers as well as transition customers. The Implementation Manager II role will be in tandem as a Customer Migration Project Manager specifically that will lead the seamless transition of acquired customers onto ALM's core systems, including the customer portal, billing platforms, and invoicing processes. This critical role involves meticulously planning and executing data migration, coordinating cross-functional teams (IT, Finance, Sales & Support), managing customer communications, and addressing unique requirements to ensure uninterrupted order placement, accurate billing, and a smooth financial experience, ultimately preserving customer satisfaction and revenue during integration. It is expected that an Implementation Manager II is able to design and lead projects with minimum direction from their manager. In addition, it is expected that an Implementation Manager II will manage a larger number of projects and / or more complex projects than an Implementation Manager I across multiple service lines.

Responsibilities :

Responsible for planning, leading and executing a successful project independently with high-level guidance from leadership and seamlessly transitioning the customer to the account support team. Duties include : setting realistic expectations, developing implementation strategy, developing a detailed plan to support the strategy, putting plans in place to mitigate risk, providing status reports, and executing to the plan

Responsible for developing internal and external workflows along with associated training documents across multiple service lines with guidance from Subject Matter Experts and Manager of Implementation Processes

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

Responsible for mentoring others within the Customer Implementation team and across NAO to support customer project needs

Is able to make recommendations to management 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 / seller during the project

Validates the first few invoice cycles are accurate, so that any customer issues regarding their invoice are addressed promptly

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 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

Serves as a liaison with districts / division to ensure that proper resources are available along with troubleshooting operational issues that may arise

Assists with the training of local field operations to implement and service customer's project needs

Responsible for identifying, resolving and when necessary escalating any issues that may be impeding the success of the project

Responsible for identifying and suggesting process improvements to increase team / operational efficiencies and reduce operational risks

Responsible for providing superior TCS to Iron Mountain customers

Responsible for the transition of the customer to customer account team

Key Skills, Requirements and Competencies :

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

Ability to multi-task and prioritize issues in a complex environment.

Excellent customer service and organizational skills

Must be detail-oriented

Strong computer skills. In particular, must be proficient with Excel and become proficient with SKP and Securebase

Education / Experience : Bachelor's degree in Management or related field preferred or equivalent work experience. / Requires 5 plus years of proven project management experience in a matrix environment

Category : Operations Group

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 accommodationrequest@ironmountain.com. 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 : J0092825