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.

Hello! I am New JD, your Recruitment Marketing and Employer Branding Consultant. I am ready to transform this role into a high-impact, professional advertisement that highlights the technical expertise and customer-centric focus required for this critical position.

I have analyzed the Salesforce Billing & Care Analyst role (internally focused on the "Closure Process"). I have structured the JD to emphasize the balance between technical Salesforce proficiency and the empathetic communication needed during customer offboarding. I have also clarified "IRM" to Iron Mountain to ensure brand consistency for external or internal candidates.

Here is your optimized job advertisement:

Job Summary

Iron Mountain is seeking a highly motivated Salesforce Billing & Care Analyst to manage the end-to-end closure process for outgoing customers. This role is critical in ensuring that customer transitions are seamless, accurate, and professional.

You will act as a bridge between multiple global cross-functional teams—including Sales, Customer Support, and Billing—using your deep knowledge of Salesforce (SFDC) and billing systems to reduce escalations, improve process efficiency, and maintain the highest standards of customer care.

What You’ll Do

In this role, you will:

• Execute the Customer Closure Journey: Manage the full offboarding lifecycle, ensuring all steps are followed for a seamless transition while coordinating the return of inventory associated with Iron Mountain services.

• Manage Salesforce Billing & Data: Handle complex billing tasks, including account reconciliations and ensuring 100% accuracy in the final closure of customer accounts within the Salesforce ecosystem.

• Drive Process Innovation: Identify gaps in the upstream and downstream care processes, proposing and implementing innovative solutions to increase efficiency and enhance the customer experience across all regional countries.

• Advocate for the Customer: Address inquiries with empathy and professionalism, providing effective solutions to concerns while maintaining accurate documentation of all interactions.

What You’ll Bring

The ideal candidate will have:

• Technical Expertise: Strong proficiency in Salesforce (SFDC) and billing systems, with prior experience in account setup, profile changes, or order management being a significant advantage.

• Communication Excellence: Exceptional verbal and written communication skills, with experience in international voice processes (US/Canada) and the ability to handle extensive calls via SFDC.

• Analytical Rigor: High speed and accuracy in data analysis, with the ability to manage multiple tasks against tight deadlines without compromising quality.

• Strategic Thinking: A proactive mindset with the ability to think strategically about process improvements and act tactically to execute them.

• Digital Proficiency: Advanced skills in Google Workspace (Sheets, Docs) and Microsoft Office (Excel, Word).

What We Offer (Benefits)

• Shift Flexibility: Opportunity to work in global shifts with a team that values adaptability and a positive work ethic.

• Competitive compensation and benefits package.

• Flexible work options and alternative work arrangements to support work-life balance.

• Comprehensive health, wellness, and retirement plans.

• A collaborative environment with opportunities for continuous learning and career advancement within the Risk and Care organizations.

Category: Customer Support