Senior CX Manager – FSI

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

📋 Description

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

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

• Outline solution scope, delivery methodologies, 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.

• Execute advanced demonstrations and enablement sessions that highlight feature enhancements and new functionalities.

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

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

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

• Manage the complete 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 intricate 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 opportunities.

• Aid in renewals and expansion efforts by connecting technical value to customer business results.

• Create customer success stories and case studies.

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

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

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

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

• Proven history of managing and delivering complex technical initiatives for enterprise clients.

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

• Demonstrated experience in defining scope, managing delivery plans, and coordinating multi-workstream projects.

• Experience with agile and/or waterfall implementation methodologies.

• PMP or equivalent certification is preferred.

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

• Executive-level communication skills with the capacity to influence and advise senior stakeholders.

• Exceptional analytical and problem-solving abilities, with comfort in ambiguous environments.

• Excellent written and verbal communication skills, complemented by a consulting mindset and 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 continuous learning and enablement concerning Talkdesk’s evolving platform and innovations.

🏝️ Benefits

• Equity through long-term incentives may be available based on level and role.

• Bonus or commission through short-term incentives may be available based on level and role.

• Comprehensive 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.

• Exempt employees enjoy uncapped paid time off; non-exempt sick leave adheres to accrual standards.