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Lead - Customer Care

Lead - Customer Care

ConfidentialBengaluru / Bangalore, India
6 days ago
Job description

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.

Primary Purpose Of The Role

The Marketing Development Associate (MDA) is to qualify and nurture leads that have been generated from marketing campaign activities to the point that the lead is sales-ready and can be effectively handed over to a salesperson to qualify and progress an opportunity. The MDA will contact and qualify cold target prospects (Suspects) and warm early-stage leads (Inquiries) to set appointments and accelerate lead conversions. The MDA will also ensure marketing qualified leads (MQLs) are sales-ready before passing them to sales.

Key Accountabilities (What are the main responsibilities of the role against which performance is measured, and indicate if the role is within or across business entities and geographies)

  • Support the teleprospecting aspect of specified marketing campaigns as determined by the local Demand Manager
  • Determine service and product needs for both new prospects and ongoing accounts.
  • Identify prospects' potential areas of need, profile the decision-making process, and interview decision-makers to assess needs and uncover internal agendas and timelines.
  • Present qualified leads to the outside sales team, providing necessary account history, call comments, and company research.
  • Accurately input all information into Iron Mountain's customer relationship management systems.

Competencies

  • Proactive and confident in managing day-to-day activities and conversations across stakeholders
  • Strong verbal and written communication skills in the language(s) required in the assigned market
  • Knowledge of Iron Mountain's product portfolio and ability to understand customer needs and pain points to identify possible solutions
  • Detail and process-oriented, with the ability to take accurate, detailed notes and manage leads through the lead process in Salesforce.com

    • Key Relationships

    Focus

    (External and Internal Contacts)

    (Nature of interaction)

  • Customer Care Manager
  • Local Sales Teams
  • Regional MDAs
  • Customers and Prospects
  • Direct manager, day-to-day oversight and interaction
  • Key stakeholders, for buy-in and engagement
  • Peers for support, learning, and idea-sharing
  • Engage with customers and prospects daily as a key external stakeholder

    • Knowledge / Skills / Experience

    (What qualifications or experience are needed to do the job How long would it take for a new person to learn how to do it effectively)

    Qualifications :

  • Bachelor's Degree
  • Salesforce.com experience

    • Skills (including languages) :

  • Strong oral / written communication skills (English)
  • Ability to work with minimum supervision, determined self-starter
  • Ability to convince and to convey at times complex messages (internally at different levels of seniority and externally)
  • Outgoing, enthusiastic, people-oriented, and customer-obsessed
  • Process-oriented and detail-oriented with the ability to learn and use processes and technologies to manage leads and relationships
  • Patience and determination in the face of objections and obstacles
  • Experience using social media (LinkedIn)

    • Experience :

  • 2+ years of sales, marketing, customer service or call centre experience
  • Ability to demonstrate phone etiquette and conversational skills

    • Category : Customer Support

    Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

    Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

    If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [HIDDEN TEXT]. See the Supplement to learn more about Equal Employment Opportunity.

    Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

    To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

    Requisition : J0092996

    Skills Required

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    Customer Care • Bengaluru / Bangalore, India