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