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.

Job Summary

Iron Mountain is seeking a professional, high-energy Customer Care Closure & Retention Specialist to manage the end-to-end offboarding process for our North American (US/CA) commercial customers. In this role, you are the final point of contact, responsible for ensuring that account closures are handled with 100% accuracy and extreme empathy.

The ideal candidate possesses a "consultative" voice presence and a strong background in international voice processes. You will navigate complex billing reconciliations, facilitate inventory returns, and collaborate with Sales and Billing teams to ensure that the customer’s final impression of Iron Mountain is one of professionalism and seamless transition.

What You’ll Do

Closure Lifecycle Management

• End-to-End Execution: Manage the formal closure process for outgoing customers, ensuring every regulatory and operational step is followed for a seamless transition.

• Inventory Facilitation: Utilize your knowledge of IRM services to coordinate the secure return or relocation of any physical or digital inventory associated with closing accounts.

• Documentation & Compliance: Maintain meticulous records of closure steps and customer interactions within Salesforce (SFDC), ensuring all actions align with company policies and data protection regulations.

Financial Reconciliation & Billing

• Account Auditing: Handle billing-related tasks, including deep-dive account reconciliations, to ensure all outstanding balances are resolved and accounts are closed accurately.

• Dispute Resolution: Address billing inquiries and concerns during the closure phase, providing effective solutions that balance customer satisfaction with business requirements.

High-Touch Customer Interaction

• Active Voice Engagement: Conduct extensive outbound and inbound calls via SFDC to North American customers, maintaining a professional and empathetic tone throughout the closure journey.

• Internal Collaboration: Partner closely with Sales, Customer Support, and Billing teams to coordinate actions and resolve roadblocks that could delay a smooth customer exit.

• Process Evolution: Identify opportunities to improve closure efficiency and propose solutions to enhance the customer experience, even during an account termination.

What You’ll Bring

Experience & Communication

• Voice Process Expertise: Extensive experience in international voice processes (US/Canada) with a track record of handling high-volume calls and complex customer scenarios.

• Exceptional Communication: Sound reading comprehension, active listening, and the ability to explain complex billing or service concepts clearly and professionally.

• Customer Focus: A highly motivated, "customer-first" mindset with the emotional intelligence to handle sensitive closure conversations.

Technical & Analytical Skills

• Data Accuracy: Proven speed and accuracy in data analysis; ability to manage multiple account closures against strict deadlines with 100% precision.

• Software Proficiency: Expert knowledge of Google Workspace (G-Sheets, G-Docs) and Microsoft Office (Excel, Word).

• System Knowledge: Prior experience with Salesforce (SFDC) is required. Knowledge of account setup, profile changes, or order management is a significant advantage.

Professional Attributes

• Strategic & Tactical Thinking: The ability to see the "big picture" of the customer lifecycle while executing the granular tasks of account closure.

• Adaptability: Flexibility to work in rotational shifts to support the North American business cycle and a positive attitude toward fast-changing environments.

Success Measures

• Closure Accuracy: 100% precision in account reconciliations and final billing actions.

• SLA Adherence: Timely completion of the closure lifecycle within agreed-upon turnaround times.

• Customer Satisfaction: Achieving positive feedback/scores even during the offboarding process through empathetic service.

• Operational Efficiency: Reducing "Time-to-Close" through process improvements and effective internal collaboration.

Category: Customer Support