CX Manager – HLS

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main senior technical liaison for enterprise and strategic accounts.

• Oversee intricate onboarding processes, platform optimization, and the deployment of advanced features across multi-product environments.

• Define the scope of solutions, delivery strategies, and technical roadmaps in collaboration with customer project managers and internal teams.

• Convert customer business and operational requirements into scalable technical architectures and implementation strategies.

• Propel use case strategies, feature adoption, and innovation roadmaps that align with customer objectives and Talkdesk product direction.

• Conduct advanced demonstrations and enablement sessions to highlight feature enhancements and new capabilities.

• Establish and share technical best practices with both customers and internal teams.

• Cultivate and maintain trusted relationships with senior executives and operational stakeholders.

• Support executive business reviews that concentrate on ROI, KPIs, adoption maturity, and strategic alignment.

• Manage the entire lifecycle of technical initiatives, which includes issue tracking, prioritization, and customer communication.

• Identify delivery risks, create mitigation strategies, and eliminate obstacles.

• Serve as a senior escalation point for complex technical and delivery challenges.

• Collaborate with customers on structured change management strategies.

• Analyze product usage, operational data, and customer insights to pinpoint optimization and expansion opportunities.

• Assist in renewals and expansion efforts by aligning technical value with customer business outcomes.

• Develop customer success stories and case studies.

• Collaborate with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams.

• Relay customer feedback regarding product gaps, bugs, and considerations for the roadmap.

• Engage in the sales cycle to collect technical requirements, shape solution methodologies, and support proposals or SOWs.

• Contribute to scalable delivery processes, playbooks, and best practices.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting within a SaaS or CCaaS/CPaaS context.

• Preferred background in healthcare, life sciences, biotechnology, laboratories, and/or pharmaceuticals.

• Strong technical knowledge, ideally with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software.

• Familiarity with software deployments and implementation methodologies such as agile and waterfall.

• Demonstrated ability to align technological solutions with strategic business goals.

• Comfortable interacting with C-level executives and simplifying technical concepts for non-technical audiences.

• Experience in customer journey mapping, stakeholder management, and success planning.

• Proficient in interpreting analytics to enhance adoption and reduce churn.

• Exceptional written and verbal communication skills, with a consulting-oriented mindset.

• Willingness to travel up to 20% of the time.

• Experience with contact center technology or customer experience platforms.

• Eager to engage in ongoing enablement related to product innovation and new offerings.

🏝️ Benefits

• Medical, Dental, Vision, Life and Disability Insurance.

• Employee Assistance Program (EAP).

• 401(k) plan.

• Uncapped paid time off program for exempt employees.

• Accrual-based paid time off program for non-exempt employees.

• 14 paid holidays each year.

• Uncapped paid time off for exempt employees.

• Accrual-based sick leave for non-exempt employees.

• Long-term incentives in the form of equity may be available based on level and role.

• Short-term incentives in the form of bonus or commission may be available based on level and role.