Senior CX Manager

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

📋 Description

• Act as the main senior technical contact for enterprise and strategic clients.

• Oversee intricate onboarding processes, platform enhancements, and advanced feature implementations across multi-product settings.

• Outline solution parameters, 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 strategy, feature adoption, and innovation roadmaps that align with customer objectives and Talkdesk's product vision.

• Facilitate advanced demonstrations and training sessions that highlight feature improvements and new functionalities.

• Establish and circulate technical best practices among customers and internal teams.

• Develop and sustain trusted relationships with senior executives and operational stakeholders.

• Assist in executive business reviews concentrating on ROI, KPIs, adoption maturity, and strategic alignment.

• Manage the complete lifecycle of technical initiatives, including issue tracking, prioritization, and communication with customers.

• Identify potential 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.

• Evaluate product usage, operational data, and customer insights to pinpoint optimization and expansion prospects.

• Support renewal and expansion initiatives by aligning technical value with customer business results.

• Create customer success narratives and case studies.

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

• Relay customer feedback concerning product gaps, bugs, and roadmap considerations.

• Influence internal prioritization using structured, data-driven insights from enterprise customers.

• Engage in the sales process to gather technical requirements, shape solution strategies, and assist with proposals or statements of work (SOWs).

• Contribute to scalable delivery processes, playbooks, and best practices throughout the Customer Experience (CX) organization.

⛳️ Requirements

• 7–10+ years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management in a SaaS, CCaaS, or CPaaS setting.

• Preferred experience in financial services, healthcare/life sciences, retail, and consumer products.

• Demonstrated success in managing and delivering complex technical projects for enterprise clients.

• Strong technical expertise, including familiarity with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.

• Proven experience in defining project scope, managing delivery plans, and coordinating multi-workstream initiatives.

• Familiarity with agile and/or waterfall implementation methodologies.

• PMP or equivalent certification is preferred.

• Capability to align technical solutions with strategic business outcomes and ROI.

• Exceptional executive-level communication skills with the ability to influence and advise senior stakeholders.

• Strong analytical and problem-solving abilities, comfortable working in ambiguous environments.

• Excellent written and verbal communication skills with a consulting mindset and a keen attention to detail.

• Experience with contact center technology or customer experience platforms is strongly preferred.

• Willingness to travel up to 25–30%.

• Commitment to ongoing learning and enablement related to Talkdesk’s evolving platform and innovations.

🏝️ Benefits

• Long-term incentives in the form of equity.

• Short-term incentives including either bonus or commission.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance plans.

• Life insurance benefits.

• Disability insurance options.

• Employee Assistance Program (EAP).

• 401(k) retirement plan.

• Uncapped paid time off for exempt employees.

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

• 14 paid holidays each year.

• Paid sick leave for non-exempt employees.