Associate

About the Role

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.

Key Responsibilities

• 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.

Requirements & Tech Stack

• Strong knowledge of Customer Relationship Management environments.
• Practical exposure to navigating Salesforce or similar ticketing systems.
• Proficiency in Microsoft Excel.

Qualifications

• Proven ability in operational discipline.
• Exceptional multitasking in fast-paced environments.
• Strong cross-team coordination and communication skills.
• A Bachelor’s degree in Business, Commerce, Technology, or a related discipline.