Customer Xperience Executive, Commercial

Iron Bow Technologies•Herndon, VA

23d•Remote

About The Position

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.

Requirements

8-10 years of experience in a customer-facing role, ideally in Sales, Technical, Project Management or Customer Success with Cisco sales or produce 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
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

Nice To Haves

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

Responsibilities

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.