Vice President, Global Professional Services & Implementations

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.

As Vice President, Global Professional Services at Iron Mountain you will lead an integrated team of consultants, solution architects, program managers, technical implementation, and customer success teams. Reporting to the SVP, Global Software and Digital Solutions Delivery, this is a highly influential position and will play a key role in helping Iron Mountain to accelerate growth of our Digital Services Business. You will collaborate closely with both our sales and operations teams to ensure we solution high-value, differentiated, deliverable solutions and ensure high-quality, timely, profitable implementations that deliver strong ROI for our clients.

As VP of Professional Services, you will play a critical role in enhancing our customer-centric culture and underlying processes to support our high-growth Digital Services Business. You will lead all aspects of our consulting, technical design, and post-sales customer journey including customer on-boarding, enablement, implementation, and customer success. You will be expected to establish and drive KPIs to ensure timely and quality implementations, vastly increase project efficiency, ensure product adoption, and elicit customer satisfaction with the delivery of our software solutions and managed services.

You will be joining this team close to inception and will have the opportunity to help shape its future. We are particularly keen to attract people with experience building and leading high-performing global professional services organizations responsible for delivering SaaS solutions and technology-enabled intelligent managed services for clients.

Responsibilities

• Lead our Professional Services consulting, solution, and technical implementation teams and help drive our transformation into a consulting-led and growth-oriented services business.
• Work closely with sales and account management to understand client needs in order to deliver exceptional solutions.
• Partner with Sales to implement scalable growth strategies that identify and drive expansion opportunities within the customer base that improve retention rates and share of wallet gains.
• Lead and manage post-sales activities, including on-boarding, enablement, training, best practices, technical implementations, advisory services, customer success, and support across the customer’s journey.
• Be an evangelist with the ability to discover and demonstrate how we can effectively help companies with their content management and business process automation needs across a broad set of industries utilizing our cloud-based solutions and managed services.
• Work across multiple customer-facing teams to drive exceptional customer experience and satisfaction.
• Lead the team in setting and achieving quarterly objectives to improve internal processes, develop subject matter expertise, and promote knowledge sharing and reusable asset contribution in the team.
• Articulate and educate on business, technical, and architectural concepts to a variety of audiences, including business users, developers, architects, IT operations professionals, and senior IT management.
• Work closely with Product and Engineering to review customer requirements and feedback, identify opportunities for platform enhancements, and accelerate development for roadmap features to address specific customer requirements.
• Work on defining and driving operational efficiencies through the creation and implementation of best practices and methodologies focused on consistency, quality, and efficiency.
• Manage project timelines, budgets, and resources to ensure on-time, within-budget delivery.
• Analyze KPIs to evaluate division performance MoM, QoQ, and YoY; identify improvement areas; and drive operational excellence to ensure Professional Services organization meets and/or exceeds their targets.

Qualifications

• Extensive experience in professional services, ideally focused in high-growth SaaS environments, international expansion, and technology-enabled managed services.
• Extensive experience of leading, managing, and scaling high-performing teams including building out KPIs and metrics that demonstrably drive improved experiences.
• Extensive experience leading in a fast-paced and dynamic technology environment with clearly demonstrated results in owning end-to-end technical design through implementation of complex SaaS and technology-enabled managed services leveraging cloud-based services platforms.
• Experience scaling a services organization that consists of onboarding and enablement services, implementation services, platform extension, and ongoing advisory services and customer success programs that can fully support our customers across their customer lifecycle.
• Experience in Enterprise Content Management (ECM), Intelligent Document Processing (IDP), Business Process Management (BPM/BPO) industries is preferred.
• Excellent communication skills and an ability to explain complex concepts to a range of stakeholders, including strong executive presence and ability to align large organizations in a way that drives execution and clarity.
• Communicate effectively with Technical, Business, and C-level stakeholders, able to effectively influence them in an advisory capacity.
• Experience documenting business processes and applying technology to optimize and automate processes within broader software solutions and technology-enabled outsourcing contracts and implementations.
• Proven ability to define and support new service offerings that can enhance the penetration in new and existing accounts.
• Recruit, onboard, and manage performance to build high-performing teams that positively contribute to the company’s success.
• Proven program management and prioritization skills to meet deadlines and manage multiple priorities in a fast-paced environment.
• Drive standards through methodologies, playbooks, solution blueprints, and best practices to gain efficiency.
• Manage hiring against budget, establish proper onboarding protocols, provide guidance on performance management, map clear career growth opportunities, and retain top talent.

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