Programme Manager

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.

Role summary

In a professional manner, manage customer contacts throughout the customer life cycle in a proactive and efficient fashion. The role covers customers across the Digital Business Unit or Records Management service lines, aiming to ensure customer excellence and satisfaction.

What You'll Do (Responsibilities)

- Serve as the primary voice of the Customer within Iron Mountain related to the delivery of purchased services (aka: allocated account / own account) - stakeholders management.
- Tracks, communicates, prioritizes, and ensures timely resolution of issues that arise in the delivery of services.
- Coordination point of changes (CRs)
- Presentment and analysis of customer-facing reporting on a quarterly basis, to ensure account ownership & awareness.
- Based on the Continuous Improvement mindset, identify process improvements needed, to enhance customer experience.
- Leads regular internal and external communication concerning current performance, trends, and planned changes and acts as an escalation point for own accounts, at the customer & SOW level.
- Ensure internal documentation (SPECs including RACI, project documentation, and reports) is created and up to date.
- Facilitate training together with main internal stakeholder-based documentation (Contract/ SOW/ updates) to the operational teams.
- For the customer raised incidents, either critical or customer requirement, drive the RCA on the process or SLA gaps & share it with the stakeholders.
- Coordinates with Billing Teams, ensuring correct invoicing of the provided services for own customers and provides final charges approval.
- Managing a complex matrix of stakeholders.
- Working in close relationship with the Global Account Manager to drive business growth
- Act as a solution specialist on multiple lines of business from an operational perspective.
- Ownership of the ramp-up process for different Customers - Hypercare period.
- Adapting to changing priorities and executing other department-related tasks as requested.
- Comply with the requirements of the Integrated Management System (IMS), internal policies, procedures, and security requirements applicable to the role.

What You'll Bring (Skills & Qualifications)

- University degree
- Qualified experience in Customer Support or in the service industry / Experience in similar roles / Knowledge of service line-specific processes.
- Excellent data entry skills and administrative accuracy
- Proven experience in direct customer interaction and support
- Demonstrated ability to perform effectively in collaborative work environments (teamwork)
- Experience working in fast-paced and dynamic organizations, with the ability to adapt to changes and manage ambiguity while solving problems in real time
- Strong PC operating skills and experience using service management / customer support tools
- Excellent English communication skills, both written and verbal (C1, C2)
- High attention to detail and accuracy
- Excellent interpersonal and stakeholder management skills
- Ability to collaborate effectively across departments, teams, and countries
- Responsible, disciplined, and proactive approach to delivering services

What We Offer (Benefits)

- Hybrid role located in Cluj, Romania.
- Competitive compensation and benefits aligned with the experience.
- Opportunities for continuous learning and professional growth.

Category: Customer Support