You manage client relationships in the public sector, ensuring compliance and addressing service issues while providing insights and supporting internal teams with your expertise in procurement and service planning.
Anforderungen
- •Numerous years experience in Customer Success
- •Experience in Account Management or similar role
- •Preferably in the public sector
- •Strong understanding of public procurement processes
- •Knowledge of Vergabeverfahren and RFP/RFQ procedures
- •Excellent stakeholder management skills
- •Strong communication skills with government officials
- •Fluency in German and English is essential
- •Experience with CRM systems like Salesforce
- •Strong data analysis and reporting capabilities
- •Knowledge of records management and data protection
Deine Aufgaben
- •Manage relationships with public sector clients.
- •Align solutions with institutional goals and compliance.
- •Lead contract renewals and public RFP responses.
- •Ensure documentation meets public procurement standards.
- •Resolve service and billing issues as a strategic partner.
- •Coordinate across operations, customer service, and compliance.
- •Ensure compliance with contractual obligations and policies.
- •Deliver detailed reports and customer insights.
- •Drive performance discussions and prepare for reviews.
- •Identify upsell opportunities based on data analysis.
- •Provide expertise on public sector client expectations.
- •Support long-term service planning and procurement frameworks.
Deine Vorteile
Limitless possibilities
Empowering inclusion
Global connectivity
Championing individuality
Competitive total rewards
Flexible remote/hybrid work
Opportunities for growth
Valuing every contribution
Pioneering sustainability
Original Beschreibung
# Customer Success Manager
**DEU | Hamburg | Randstr. 11** | **Full time**
We are seeking a proactive and experienced **Customer Success Manager (CSM)** to support our growing portfolio of public sector clients in Germany. In this strategic role, you will act as the primary point of contact for government agencies, public institutions, and related stakeholders, ensuring exceptional service delivery, long-term relationship development, and successful contract renewals in line with public procurement standards.
Working closely with Account Directors and the Public Sector team, you will guide key customers through their lifecycle with Iron Mountain — from onboarding and service execution to contract renewal and growth planning. This is an opportunity for a customer-centric, detail-oriented professional who understands the nuances of working within regulated, structured public environments and is eager to deliver meaningful outcomes for society through high-quality information management services.
****Your role in our mission****
* Manage and grow relationships with public sector clients by aligning Iron Mountain’s solutions with institutional goals and compliance requirements.
* Lead contract renewals and public RFP responses in collaboration with legal and commercial teams, ensuring all documentation aligns with Germany's public procurement standards (e.g., VgV, UVgO).
* Serve as a strategic partner and escalation point, resolving service and billing issues by coordinating across operations, customer service, and compliance teams.
* Ensure full compliance with contractual obligations, public sector policies, and data protection standards, particularly in records management and secure information handling.
* Deliver detailed reports and customer insights, using data to drive performance discussions, prepare for quarterly business reviews, and identify upsell opportunities.
* Support internal teams with subject matter expertise on public sector client expectations, procurement frameworks, and long-term service planning.
****Valued skills and experience****
* Numerous years experience in Customer Success, Account Management, or a similar client-facing role, preferably in the public sector or working with public institutions in Germany.
* Strong understanding of public procurement processes in Germany (e.g., Vergabeverfahren, RFP/RFQ response procedures, compliance documentation).
* Excellent stakeholder management and communication skills, with the ability to confidently engage government officials and institutional leadership.
* Fluency in German and English (written and spoken) is essential for managing public sector communication and documentation.
* Experience with CRM systems such as Salesforce, along with strong data analysis and reporting capabilities.
* Knowledge of records management, data protection, and/or information governance is highly desirable.
****Discover what we offer****
* Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
* Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
* Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
* Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
* Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)
* Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
* Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
* Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
* Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.
**#LI-remote**
Category: Sales