GERENTE DE CONTAS GLOBAIS (PERFIL FARMER)

Gerente De Contas Globais (Perfil Farmer) - Our objective is to harness our industry insight and organizational strengths to help solve our premier customers most complex problems. The Manager, Global Account Representatives will manage a team of representatives that are responsible for supporting account management of Iron Mountains Global Industries Accounts. This role requires an individual who can successfully manage, optimize and support individuals who directly support the relationships with global, complex, and high growth potential customers. **Responsibilities**:Leadership:Manage a team of Global Account Representatives to proactively advise and liaise with their assigned GSAs to ensure the successful development and execution of strategiesDevelop and coach team members to perform at high levels while delivering premier customer serviceCreate opportunities and position the value of Iron Mountains innovative digital solutionsDrive retention and growth by continuously delivering outstanding service and problem resolution to ensure best-in-class service and successCustomer Relationship:Support, build and nurture customer relationships and loyaltyResponsible for managing the customer relationship and effectively follow up on deployment of all solutionsEstablish productive relationships with internal/external key stakeholdersCustomer Strategy & Support:Understand customers organizational structure and identify areas that present deep strategic partnership opportunitiesIdentify expansion opportunities and communicate to the relevant business line ownersPartner with customers to consistently meet and exceed needs and ensure consistent high-level satisfactionAssess customers current and potential needs, and determine relevant aligning solutionsConduct analysis such as customer needs analysis, service or solution gap analysis, and complianceUnderstandCustomer business models, plan and assist in the development of strategies and Account PlansCommunicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirementsCommunicate the progress of monthly/quarterly initiatives internally and externallySupport account activity including RFPs, contract renewals and negotiationsResearch and identify escalated service and billing issues - facilitate corrective action and issue resolution measuresPerform customer needs and service analysis, report findings, and recommend pricing structure and contract requirementsFacilitate customer ad-hoc requests such as reports, audits, tours & analysisAssist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendationsKPIsTotal account book of business revenue growthContributions to bookingsContribution to cash collections/bad debtCustomer satisfaction and building customer loyalty**Qualifications**:Bachelors Degree or equivalent experienceExperience on leading customer facing teamsExperience working with customers on a global levelFarmer profileUnderstanding of Iron Mountains organizational structure and hierarchy, on a global scaleDemonstrated ability in setting strategy, driving performance, consistently producing superior results, cultivating ownership while enforcing company policies and applicable lawCustomer-focused individual with experience implementing large scale process changesAbility to develop innovative solutions to complicated process issues in a fast-paced and demanding environmentStrong communicator with the ability to artfully influence, persuade and drive actionCollaborative management style and a strong customer service orientationProven ability to work effectively cross-functionally with senior levels in the organizationStrong leadership skillsAbility to interface and communicate information to key stakeholdersExperience in planning, developing and implementing effective best practices, policies and proceduresAbility to travel 25%Ability to speak english