Senior CX Manager

Key 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.
• Partner with customer to strategize on adoption and innovation roadmap.
• Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
• Understand and disseminate technical best practices to customers.
• 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.
• Cross-functional Collaboration:
• 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.

Pay

Pay Range (Base Pay): $77,500 - $147,000
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.

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan.
• Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• Paid Holidays: Talkdesk offers 14 paid holidays each year.
• Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application

The method of application is to apply online.

Contact Information

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.