Customer Xperience Executive, Commercial

THE HIGH LEVEL

At Iron Bow, our Customer Success Executives guide our customers toward their business goals, ensuring a smooth and successful experience from throughout the lifecycle of their Enterprise Agreement (EA) or other software contracts.  This includes driving adoption, showcasing success, expanding solutions, and supporting renewal decisions. As a Customer Success Manager, you’ll also act as the central connection between the customer and Iron Bow’s teams to ensure seamless communication and support. You’ll be essential in delivering a positive, impactful customer experience every step of the way, while identifying and spearheading new initiatives.

WHAT YOU’LL BE DOING

• Act as a trusted technical and strategic advisor for customers leveraging Cisco software and Enterprise Agreements (EA), guiding them through adoption, optimization, expansion and lasting relationships.
• Partner closely with customers to understand their IT environments, and technical challenges, translating those needs into actionable success and adoption plans.
• Work closely with sales and cross-functional teams to foster adoption and growth.
• Lead customer onboarding into Cisco Enterprise Agreement (EA), ensuring proper setup, alignment, and utilization of EA tools such as EA Workspace, Smart Accounts, Control Hub and True-Forward processes.
• Work cross-functionally with Sales, Engineering and Partner teams to drive software adoption, usage insights, and measurable outcomes across Cisco technologies.
• Provide subject-matter expertise on Cisco licensing, software portfolios, and lifecycle management to support renewals, expansions, and long-term customer success.
• Proactively identify risks, adoption gaps, and expansion opportunities, ensuring customers realize full value from their Cisco investments.
• manage and resolve issues, keeping internal teams aligned on partner offerings.
• Guide Cisco software and Enterprise Agreement customers through adoption and expansion.
• Act as the central point of coordination between customers and internal teams, ensuring seamless communication, issue resolution, and alignment throughout the EA lifecycle.

YOUR VALUE PROP FOR OUR TEAM 

• 8-10 years of experience in a customer-facing IT role, (Customer Success, Presales, or Technical Account Management) with direct Cisco software, product and/or Enterprise Agreement experience.   
• Broad knowledge of Cisco technologies, to include:  Enterprise Networking, Collaborations, Security and Data Center, Collaboration, and Security, with the ability to speak with business stakeholders. 
• Self-motivated with a competitive drive and a keen attention to detail
• Solid understanding of Cisco licensing models, software lifecycles, and sales motions, with the ability to translate complexity into clear customer guidance.
• Strong technical and problem-solving abilities, with a commitment to quick and effective resolutions 
• Proven experience managing customer engagements from start to finish, ensuring high satisfaction
• Bachelor’s degree preferred, especially with a technology background and 5+ years in IT industry
• Cisco Customer Success Manager Specialist Certification is highly desired or ability to obtain within 6 months of hire
• Skilled in advising customers and partners on best practices and strategic approaches
• Solid understanding of Cisco sales cycle, with excellent verbal and written communication, negotiation, and presentation skills
• Cisco Customer Success Manager Specialist Certification strongly preferred or willingness to obtain within 6 months of hire
• Strong relationship builder with resilience, tenacity, organizational skills, and an ability to prioritize effectively

TRAVEL REQUIREMENTS

This is a remote position based on the east coast and requires 25% travel. 

WHY YOU’LL LOVE IT!

• Collaborative Environment: Collaboration isn’t a buzzword, it's the key to our success. You’ll seamlessly collaborate with our Engineering, Chief Technology Office, Sales and Marketing teams for precise alignment and propelling opportunities towards excellence.
• Integrity: Ethical standards are non-negotiable at Iron Bow. Upholding honesty and authenticity in every client interaction cements our reputation as a trustworthy partner.
• Transformation: Join us in redesigning the customer and employee experience, for unparalleled success.     
• Thriving Culture: Our company culture isn’t just about work; it’s about promoting an environment where innovation flourishes, ideas are heard, and growth is supported. We value diversity, creativity, and foster an atmosphere that fuels your professional journey.
• Impactful Work: You’ll be part of meaningful projects that make a difference.
• Innovation and Excellence: We’re at the forefront of our industry, pushing boundaries and forward-thinking initiatives.
• Flexibility & Autonomy: We encourage our team members to excel and make decisions.
• Consistency & Commitment: We foster a culture of consistency and commitment, where team members can be relied upon to follow through and support shared goals.
• Resources: Access the tools and support needed to succeed, we’re heavily invested!
• Rewards, Recognition & Exceptional Leadership: Best of all, our compensation plans are designed to reward & motivate. And our leaders are there to provide expert guidance for your growth and success.

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