Customer Success Manager, DoD/GEMSS

THE HIGH LEVEL

At Iron Bow, our Customer Success Managers are the backbone of customer satisfaction.  They’re experts at understanding our customers’ needs and ensuring they’re met at every stage of the solution lifecycle.  From guiding customers through the adoption process to facilitating ongoing success, they provide unwavering support and collaboration.  Acting as the vital link between customers and our internal teams - including partners, delivery, engineering, professional services – they ensure seamless communication and problem solving.  With a genuine passion for enhancing customer experience, our Customer Success Managers bring positive energy to the team, focused on delivering exceptional satisfaction to our valued customers. 

WHAT SUCCESS LOOKS LIKE? 

• Adoption Skills: Proficient in guiding customers through adoption process, effectively 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

• Forge strong relationships and engage with our esteemed partners like the US Air Force, DISA, 4^thEstate, and associated OEMs in our high-touch model, ensuring unparalleled service delivery.
• Work with cross-functional teams to own and ensure customer deployments have completed quickly and efficiently.
• Through monthly and quarterly interaction become the trusted advisor to your customers. 
• Strong ability to elevate customer relationships to trusted advisor status through regular interactions, becoming the go-to for all their needs and aspirations. 
• Collaborate with our Field Sales Team to identify and capitalize on expansion opportunities within account portfolios, driving continuous growth and success.
• As a trusted/strategic advisor with customers, you’ll drive continued value of our products and services meeting evolving needs of the customers. 
• Through interaction with the Customers, Operational, Management, and Executive levels, ensure all stakeholders recognize and appreciate the value we bring to the table. 
• As trusted advisor recommend ways your customer can get more value from Iron Bow. 
• Understand our customer’s pain points and provide proactive recommendations while collaborating with cross functional teams to get the customer the best outcome. 
• Develop strong overall relationships internally within the business and external with assigned clients; with a focus on driving adoption, ensuring retention. 
• Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base

YOUR VALUE PROP FOR OUR TEAM 

• BS, minimum 5+ years of experience working in a customer-facing role, preferably in Sales, Technical, Project Management or Customer Success with a Technical background. 
• Previous experience working within US Public Sector - Federal DoD environment is required.
• Proficiency in Cisco Systems and relevant tools is required and a general understanding of technology verticals to include Enterprise Networking, Collaborations, Security and Data Center is highly desired.
• Highly motivated self-starter with competitive edge and a keen eye for detail.  Strong problem-solving skills coupled with the ability to provide quick resolution is a must.
• Experience navigating and successfully steering customer engagements to completion while ensuring a high level of customer happiness.
• Bachelor’s degree is strongly preferred, with a strong technology background and 4+ Years in IT industry and or equivalent combination of education and experience or customer-facing role a plus
• Knowledge of sales cycle, exceptional verbal and written communication skills, and proven negotiation techniques are desired. 
• Possess excellent relationship building, tenacity, resilience, presentation, and organizational skills, with the ability to multi-task and set priorities. 

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, 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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