Customer Xperience Manager

THE HIGH LEVEL

At Iron Bow, our Customer Success Manager guides 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. This position is based on the East Coast.  

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 

• 5+ years of CX 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
• 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.

Compensation and Benefit Information:  

The initial base salary range for this position is $120,000 - 140,000.  In addition to base salary, this role offers a MBO (management by objective) bonus.  Our compensation plans are designed to reward success, drive growth, and recognize the impact our sales teams make in the market.

At Iron Bow, we invest in our people and their success. We offer a comprehensive benefits package that may include medical, dental, and vision coverage, a 401(k) plan, paid time off, and additional wellness and financial benefits. An overview of our benefits is available on our careers page.

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