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 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.

• 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 life cycles, 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