Customer Xperience Manager

Iron Bow Technologies is a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. The Customer Xperience Manager guides customers towards their business goals, ensuring a smooth experience throughout the lifecycle of their Enterprise Agreements or other software contracts, while acting as the central connection between the customer and Iron Bow’s teams.

Responsibilities:

• 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

Requirements:

• 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
• Strong relationship builder with resilience, tenacity, organizational skills, and an ability to prioritize effectively
• 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