{"id":2338997,"url":"https://alion.io/job/iron-mountain-customer-excellence-manager-german","title":"Customer Excellence Manager (German)","company":{"id":5820,"name":"Iron Mountain","domain":"ironmountain.com","url":"https://alion.io/company/ironmountain","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":34,"ghost_share":0,"stale_share":0.794,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cluj-Napoca, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-12T10:58:02Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-25T08:54:45Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"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.\nWe 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.\nAre you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.\nIron Mountain is seeking a vision-driven Customer Excellence Manager to join our Customer Excellence team.\nIn this role, you’ll play a key part in elevating our service delivery standards while leading and empowering a high-performing team. You’ll have the opportunity to drive operational excellence, champion transformation initiatives, and ensure our cross-functional processes continuously evolve to exceed customer expectations. Here, your leadership will foster a collaborative environment where every team member is supported to reach their full potential.\nWhat You’ll Do (Responsibilities)\nIn this role, you will:\nLead Operational Excellence: Guide day-to-day team activities, manage workload distribution based on priority and capacity, and track operational KPIs to ensure SLA compliance.\nDrive Transformation & Continuous Improvement: Identify process optimization opportunities to streamline manual workflows, and actively participate in system implementations, testing, and training.\nEmpower & Develop Talent: Provide ongoing coaching, constructive feedback, and structured onboarding/offboarding support to cultivate an engaged, high-performing team culture.\nManage Stakeholders & Escalations: Serve as a trusted point of contact for internal and external escalations while collaborating cross-functionally across Operations, Billing, Collections, and Sales.\nWhat You’ll Bring (Skills & Qualifications)\nThe ideal candidate will have:\nProven experience in leading, coaching, and managing customer support or customer care operations teams.\nAdvanced proficiency in German and English (both written and spoken).\nStrong knowledge of CRM systems (Salesforce is a distinct advantage) and operational reporting using MS Office suite.\nDemonstrated understanding of end-to-end customer care, billing, disputes, and collections processes.\nStrong analytical, problem-solving, and cross-functional stakeholder management abilities.\nWhat We Offer (Benefits)\nLocation: Cluj, hybrid (2-year fixed term contract.\nCompetitive compensation and benefits aligned with experience.\nFlexible work options to support work-life balance.\nComprehensive health, wellness, and retirement plans.\nOpportunities for continuous learning and professional growth.\nReady to lead with purpose and shape the future of our customer experience? Apply today to take the next step in your career journey with Iron Mountain.\nCategory: Customer Support","description_format":"text","description_chars":3346,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning","Flexible schedule","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Data Centers & Colocation","IT Asset Disposition & Refurbishing"],"lifecycle":[{"event":"open","at":"2026-10-12T10:58:02Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":0.9,"p_active":0.52,"p_room":0.75,"age_days":12,"expected_fill_days":18,"reasons":["conf:72","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/iron-mountain-customer-excellence-manager-german","json_url":"https://alion.io/job/iron-mountain-customer-excellence-manager-german.json","meta":{"generated_at":"2026-10-25T15:54:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22935,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5820},"rest":"https://alion.io/mcp/rest/get_company?id=5820"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Firon-mountain-customer-excellence-manager-german"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Firon-mountain-customer-excellence-manager-german"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Firon-mountain-customer-excellence-manager-german"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iron-mountain-customer-excellence-manager-german\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firon-mountain-customer-excellence-manager-german"}]}