Georgina Alexis
Summary
Dynamic Client Success Manager with a proven track record at Iron Mountain, excelling in enterprise account management and strategic negotiations. Achieved $5.5 million in annual recurring revenue while enhancing customer satisfaction. Skilled in cross-functional collaboration and Salesforce, driving growth initiatives and optimizing client retention through proactive engagement and quality assurance.
Overview
11
11
years of professional experience
Work History
Client Success Manager
Iron Mountain Records Management, LLC
10.2020 - 07.2025
- Managed 70+ enterprise accounts in the information management industry, aligning retention, classification, and compliance strategies with customer business objectives.
- Led quarterly contract negotiations and pricing strategies, resulting in five-year renewals that generated over $5.5 million in annual recurring revenue while ensuring SLA compliance and customer satisfaction.
- Earned Client Success Manager of the Quarter recognition three times and ranked 2nd across the CSM organization for outstanding performance. Consistently exceeded quarterly goals, driving strategic growth initiatives and contributing $1.5 million in new pipeline opportunities.
- Collaborated cross-functionally to resolve complex billing, service, and compliance issues—protecting at-risk accounts and successfully collecting over $5 million in overdue invoices, strengthening customer retention and financial performance.
- Conducted ten Business Reviews (SBRs/FBRs) per quarter to address customer challenges and identify new business opportunities, such as Asset Lifecycle Management, enhancing customer engagement, and account expansion.
- Supported RFPs, pricing models, and customer audits, reinforcing Iron Mountain’s reputation for secure and compliant information lifecycle management.
Preferred Client Services Representative
Iron Mountain Records Management, LLC
12.2015 - 10.2020
- Acted as the primary escalation point for enterprise clients, improving first-contact resolution by 25% and elevating overall customer satisfaction scores.
- Provided consultative guidance on retention and compliance best practices, helping clients strengthen data governance and reduce audit risk.
- Partner with cross-functional teams, Operations, Transportation, and Billing to deliver seamless service experiences that reinforced customer trust and retention.
- Identified recurring service issues and implemented corrective action plans, reducing repeat incidents by 30% while enhancing client self-service adoption.
- Supported collections and reconciliation initiatives, improving billing accuracy and ensuring compliance with contractual and regulatory requirements.
Issue Resolution Specialist (Healthcare Vertical)
Iron Mountain Records Management, LLC
08.2014 - 12.2015
- Provided dedicated support to healthcare enterprise clients, managing incident resolution in compliance with HIPAA and healthcare data regulations.
- Reconciled billing discrepancies and maintained audit-ready documentation to ensure data integrity and trust.
- Collaborated with Client Development Executives to optimize healthcare information management workflows and client satisfaction.
- Applied healthcare-specific incident management and escalation protocols, improving resolution times and customer confidence.
CORNERSTONE ACQUESTION TEAM
Iron Mountain Records Management, LLC
02.2014 - 08.2014
- Help supported the transition of 4,000 accounts from Cornerstone Records Management into Iron Mountain system.
- Educated the customers based on Iron Mountain products, procedures, and services.
- Integrated support between systems for the customer to utilize.
- Completed comprehensive inventory remapping to ensure customers’ metadata was not lost and was all correct.
- Investigated and reconciled billing issues, invoices, credits, and adjustments.
- Performed proactive calls to accounts to review service performance and to develop and or recommend service resolution plans and potential opportunities.
Education
Some College (No Degree) - Management
Strayer University
Skills
- Customer success and relationship management
- Enterprise account management
- Document information management
- Process development and management skills
- Quality assurance
- Contract renewals and negotiations
- Strategic business reviews (QBRs, SBRs, FBRs)
- Cross-functional collaboration
- Salesforce (SFDC)
- G Suite
- Excel
- PowerPoint
- Zoom information
- Servicenow
- LinkedIn Navigator
- AWS
- Lean, continuous improvement initiatives
Accomplishments
- Collaborated with Revenue Management and Sales Support departments to create focused client strategies that boosted revenues by 2 million dollars.
- Achieved winning Customer Success Manager three times through effectively helping with Relationship Management.
- Alleviated customer issues immediately through careful research, case triaging, and active listening, enabling problems to be remedied before escalation.
- Maintained a 99% client retention rate resulting from outstanding engagement, dynamic support, and personal attention.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Success Manager
Iron Mountain Records Management, LLC
10.2020 - 07.2025
Preferred Client Services Representative
Iron Mountain Records Management, LLC
12.2015 - 10.2020
Issue Resolution Specialist (Healthcare Vertical)
Iron Mountain Records Management, LLC
08.2014 - 12.2015
CORNERSTONE ACQUESTION TEAM
Iron Mountain Records Management, LLC
02.2014 - 08.2014
Some College (No Degree) - Management
Strayer University