Customer Success Manager

THE HIGH LEVEL

At Iron Bow, our Customer Success Managers 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.

WHAT SUCCESS LOOKS LIKE?

• Adoption Skills: Proficient in guiding customers through adoption process, effectivley communicating value proposition and benefits to ensure successful utilization and integration into their operations. Maximizes user engagement and satisfaction.
• Technical Aptitude: Our CSMs tackle technical issues and communicate solutions clearly and effectively to customers.
• Customer Relationship Management: CSMs are masters at cultivating strong relationships with customers, listening to their needs and guiding them towards success.
• Communication Skills: Excellent verbal and written skill are crucial to effectively convey complex info to non-technical customers.
• Adaptive Problem-Solving: A drive to take on challenges and addressing customer pain points with innovative solutions, adapting seamlessly to evolving needs and dynamic market changes.
• Project Management: Our CSMs are multitaskers and juggle various projects while making our customers satisfied and impressing all parties involved.
• Customer Advocacy: As the superhero of customer experience, CSMs provide valuable feedback for improvement and make sure all stakeholder voices are heard.

WHAT YOU'LL BE DOING

• 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 EA-related tools, including Cisco Smart Accounts, EA Workspace, and Control Hub.
• Manage customer relationships through the EA lifecycle, focusing on onboarding, success plans, and usage insights.

YOUR VALUE PROP FOR OUR TEAM

• 4-8 years of experience in a customer-facing role, ideally in Sales, Technical, Project Management or Customer Success with Cisco Subscription Sales, Enternrpise Agreements 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
• Experience utilizing Cisco tools to include: CCW, Control Hub, Cisco SalesConnect, Cisco GLO, Cisco SuccessTalks, Cisco PXP/Funds Manager/Lifecycle Advantage
• 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
• Experience in the Veteran's Affairs sector is highly preferred

TRAVEL REQUIREMENTS

This position is remote 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, Chief Strategy 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.
• 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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