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.
Iron Mountain is seeking a motivated and leadership-oriented Supervisor, Customer Excellence to join our Global Cloud Services (GCS) - Customer Excellence team. In this role, you will be responsible for overseeing the daily operations of a multi-level team, ensuring billing accuracy, and serving as the primary escalation point for complex customer inquiries.
You will lead a dedicated team in our Bangalore Global Capability Center (GCC), reporting to the Customer Excellence Manager to drive exceptional service delivery and operational optimization.
What You’ll DoIn this role, you will:
Responsibility 1: Lead and mentor a multi-level team to achieve key performance indicators (KPIs) such as Billing and Invoicing Accuracy, Days Sales Outstanding (DSO) averages, and Customer Satisfaction (CSAT) scores.
Responsibility 2: Collaborate with cross-functional teams, including Sales, Finance, and Operations, to resolve systemic billing discrepancies and streamline the post-sales customer lifecycle.
Responsibility 3: Ensure strict compliance with company policies, financial regulatory standards, and Standard Operating Procedures (SOPs) while managing account reconciliations and collections.
The ideal candidate will have:
8+ years of experience in Customer Service, Accounts Receivable, or Billing, with at least 1 year in a dedicated people leadership role.
Strong knowledge of Enterprise Resource Planning (ERP) systems (such as Oracle), Customer Relationship Management (CRM) tools, and fundamental accounting principles.
Proven ability in de-escalation techniques, root cause analysis, and strategic decision-making to improve customer retention and reduce bad debt.
A College Degree (preferably with a focus on Business or Accounting) and a professional proficiency in English (B2-C1 level)
