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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Job Summary
Iron Mountain is seeking a detail-driven and customer-centric Associate – Global Industries to join our Global Industries Pod team. In this role, you will be responsible for executing day-to-day customer operations, managing end-to-end Salesforce case queues, and ensuring high-quality resolution for our largest enterprise global accounts.
You will join a collaborative, cross-functional team dedicated to breaking through operational bottlenecks and delivering a seamless, high-quality post-sales experience.
What You’ll Do
In this role, you will:
Execute End-to-End Case Management: Own and process daily enterprise customer cases within Salesforce, managing order and inventory requests, billing queries, and profile updates from creation to closure with meticulous documentation.
Collaborate with Cross-Functional Teams: Partner directly with internal departments—including Billing, Sales, Operations, and Product Support—to resolve complex customer issues efficiently and proactively advance pending actions.
Ensure Operational Compliance: Maintain strict adherence to defined Service Level Agreement timelines and queue discipline, ensuring all case notes, update trackers, and mandatory compliance documentation are completely validated before file closure.
What You’ll Bring
The ideal candidate will have:
5+ years of experience in Customer Support, Shared Services, Case Management, or Business Operations.
Strong knowledge of Customer Relationship Management environments, specifically with practical exposure to navigating Salesforce or similar ticketing systems, as well as proficiency in Microsoft Excel.
Proven ability in operational discipline, exceptional multitasking in fast-paced environments, and strong cross-team coordination and communication skills.
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