Customer Xperience Executive, Commercial

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here because "What we do matters!"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.

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.

• Act as a trusted advisor to customers and partners, driving efficient strong and lasting relationships.
• Engage customers to clarify their goals, address challenges, and highlight ongoing product value.
• Work closely with sales and cross-functional teams to foster adoption and growth.
• Identify and support expansion opportunities with expertise in partner operations, sales enablement, and monetization.
• Proactively manage and resolve issues, keeping internal teams aligned on partner offerings.
• Guide Cisco software and Enterprise Agreement customers through adoption and expansion.
• Seamlessly onboard customers into their Cisco Enterprise Agreement (EA).
• Serve as SME for EAs and EA related tools, including EA Workspace, Control Hub, Smart Accounts, and True-Forwards.
• Manage customer relationships through the EA lifecycle, focusing on onboarding, success plans, and usage insights.

• 8-10 years of experience in a customer-facing role, ideally in Sales, Technical, Project Management or Customer Success with Cisco sales or product experience.
• Broad knowledge across technology areas such as Enterprise Networking, Collaborations, Security and Data Center.
• Self-motivated with a competitive drive and a keen attention to detail.
• 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 4+ 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.
• 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.

• 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 frontier 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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OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all…