CX Manager - Health & Life Sciences

About the role

The CX Manager plays a critical dual role as both a trusted advisor and technical consultant to Talkdesk's most valuable customers. This individual will drive product adoption, optimize customer ROI, and ensure long-term customer health through outcome-based enablement, technical guidance, and change management support. The CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization.

Responsibilities

• Serve as the primary technical point of contact for assigned accounts.
• Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
• Translate business needs into technical solutions; drive use case road map and guide feature utilization.
• Demonstrate product features and capabilities within the platform.
• Possess strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software.
• Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
• Understand and disseminate technical best practices to customers.
• Build and maintain strong relationships with key executive and operational stakeholders.
• Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
• Drive customer health and retention by identifying risks and delivering proactive success plans.
• Partner with customers to develop change management strategies for successful adoption.
• Manage customer risks and escalations.
• Analyze product usage data and customer insights to identify opportunities for greater impact.
• Develop and share case studies highlighting customer success and measurable outcomes.
• Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
• Provide feedback to product and engineering teams based on customer input and usage patterns.
• Support renewal and expansion efforts by aligning product value with customer goals.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
• Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
• Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred.
• Experience in software deployments and implementation methodologies such as agile and waterfall.
• Proven ability to align technology solutions to strategic business outcomes.
• Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
• Experience with customer journey mapping, stakeholder management, and success planning.
• Skilled in interpreting analytics to drive adoption and mitigate churn.
• Excellent written and verbal communication skills, with a consulting mindset.
• Willingness to travel up to 20%.
• Experience with contact center technology or customer experience platforms.
• Motivated to complete ongoing enablement pertaining to product innovation and new offerings.

Qualifications

• Proven leadership and problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Strong organizational and project management skills.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Passion for customer success and experience in driving positive outcomes for customers.

Skills

• Technical expertise in APIs, CRM systems (e.g., Salesforce).
• Experience in software deployments and implementation methodologies such as agile and waterfall.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to translate technical concepts to non-technical audiences.
• Experience with customer journey mapping and stakeholder management.
• Proficiency in interpreting analytics to drive adoption and mitigate churn.

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan.
• Paid Time Off: Uncapped paid time off for exempt employees and an accrual-based program for non-exempt employees.
• Paid Holidays: 14 paid holidays each year.
• Paid Sick Leave: Uncapped paid time off for exempt employees and accrual standards for non-exempt employees.

Pay

Pay Range (OTE): $102,500 - $153,500
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Schedule

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.).