CX Practice Lead

Carrier Access IT

  • Clive, IA
  • Permanent
  • Full-time
  • 15 days ago
Job Title: CX Practice LeadDepartment: OperationsReports To: Director of Client SuccessLocation: Clive, IA; Cedar Rapids, IA; or Omaha, NEJob Summary:We are looking for a CX Practice Lead to shape and grow our CX practice by leveraging Cisco’s CX framework. In this role, you will drive customer success across the entire technology lifecycle, helping clients adopt, expand, and realize the full value of their Cisco and Microsoft and other OEM investments.This is a high-impact client facing role that combines customer success strategy, technical project management, and practice development. The ideal candidate brings proven experience with Cisco CX methodology and a strong background in Enterprise Agreements (EA), Lifecycle and Asset Management with the ability to align both into measurable client outcomes.Essential Functions:
  • Lead the CX practice vision, strategy, and execution, ensuring alignment with lifecycle methodologies.
  • Serve as a trusted advisor to clients, guiding them through adoption, expansion, and renewals.
  • Partner with Account Management, Inside Sales, Project Management, Service Delivery, and Engineering to ensure client success and drive measurable business outcomes.
  • Develop and deliver customer success playbooks, adoption frameworks, and outcome-based success plans.
  • Provide subject matter expertise in EA optimization, renewals, and compliance.
  • Build strong relationships with Cisco and Microsoft partners to identify new opportunities and co-selling motions.
Desired Education/Qualifications:
  • 3+ years of experience in Customer Success, IT Service Delivery, or Technical Project Management.
  • Strong understanding of Cisco CX frameworks (CX Cloud, Lifecycle Advantage, Success Tracks).
  • Proven Technical Project Management experience leading cross-functional IT initiatives.
  • Microsoft EA experience strongly preferred, including renewals, optimization, and compliance.
  • Background in Managed Services, Consulting, or Systems Integration.
  • Exceptional communication skills with the ability to engage at the executive level.
  • Preferred certifications: Cisco CX Customer Success Manager (CSM), ITIL 4, PMP/Prince2, Microsoft Certified: Enterprise Administrator Expert.
Benefits:We offer a comprehensive and competitive benefits package, including:
  • Medical, dental, and vision insurance
  • 401(k) plan with company match
  • Life and disability coverage
  • Additional voluntary benefits
  • Responsible Time Off (RTO) policy for flexibility and work-life balance
  • Quarterly performance bonus eligibility (Variable Pay)
  • Professional development opportunities
A full summary of benefits will be provided during the interview and onboarding process.

Carrier Access IT