Talkdesk
Talkdesk is a global organization of 1,300 employees located in 19 countries (and counting)! We are a recognized cloud contact center leader, have ~$500 million in funding and a valuation of more than $10 billion with our Series D. Now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth!
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Principal Enablement Consultant
About Talkdesk
Talkdesk® is a global AI-powered cloud contact center leader, committed to revolutionizing customer experiences through intelligent automation and innovative solutions.
About the Role
As a Principal Enablement Consultant, you will specialize in leveraging Talkdesk AI and broader platform capabilities to drive exceptional customer experiences and achieve strategic business outcomes. You will empower internal teams, customers and partners to maximize the value of Talkdesk, with a strong focus on how AI can enhance existing features and inform future innovation.
Key Responsibilities
- Talkdesk AI & Platform Mastery:
- Develop deep expertise across the Talkdesk platform, with a primary focus on Talkdesk AI and its integration with other features to optimize customer journeys and contact center efficiency.
- Strategic Enablement for AI & Platform Adoption:
- Design and deliver product technical training for internal teams and customers, emphasizing the synergistic power of Talkdesk AI and other platform features to achieve business objectives.
- Collaborate closely with Product, Engineering, Sales, and Customer Success to align enablement strategies with product roadmaps and customer needs. Champion best practices for leveraging Talkdesk AI and the broader platform.
- Integration Architecture & Technical Enablement:
- Provide deep expertise in integration patterns and best practices across the Talkdesk platform, including APIs, webhooks, middleware, and custom JavaScript-based automation.
- Develop and deliver enablement assets and technical guidance that empower internal teams, partners, and customers to successfully implement and maintain integrations following industry standards for security, reliability, and performance.
- AI-Driven CX Enhancement:
- Analyze existing Talkdesk product functionality and identify opportunities where AI can be strategically applied to improve customer experience, streamline workflows, and drive greater value.
- Gather and synthesize customer and internal feedback on Talkdesk AI and platform usage, providing actionable insights to Product and Engineering teams to drive future AI innovation and product development.
- Expert Consultation & Problem Solving:
- Serve as a senior point of contact for complex inquiries related to Talkdesk AI and platform capabilities, providing expert guidance and solutions to internal teams and customers.
Qualifications & Experience
- 5+ years in customer experience, contact center technology, or related roles, with a strong understanding of AI applications and cloud contact center platforms.
- Demonstrated ability to analyze complex systems and identify opportunities for AI-driven improvements.
- Proven experience in enabling adoption of SaaS solutions, including AI-powered features, with a focus on achieving tangible business results.
- Excellent communication, presentation, and facilitation skills, with the ability to convey technical concepts and strategic recommendations effectively.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing enablement needs.
- Experience working directly with customers and internal stakeholders to gather feedback and drive product improvements.
- Ability to work cross-functionally, influence decision-making, and drive customer adoption initiatives
Nice to Have
- Previous experience in product management, technical consulting, or solutions architecture within the contact center space.
- Familiarity with data analysis and its application to improving customer experience and AI effectiveness.
- Deep understanding of the Talkdesk product suite and its various features.
- Additional languages (English, French, Spanish, Portuguese) are a plus.
Why Join Talkdesk?
Be a key driver of AI innovation within a leading cloud contact center platform. Shape the future of customer experience by leveraging cutting-edge technology. Collaborate with a high-performing team in a dynamic and rewarding environment. Enjoy competitive benefits and significant opportunities for professional growth.
Ready to innovate and empower with Talkdesk AI? Apply today!
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
The Vice President, Customer Experience is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across North America. Based in Bellevue, WA, this role leads a consolidated team of Customer Experience Managers (CXMs), combining Customer Success and Technical Account Management into a single, outcome-driven function.
A core mandate of this role is accelerating adoption of Talkdesk’s AI-powered solutions, ensuring customers fully realize the value of automation, intelligent routing, and AI-driven customer engagement. The VP will champion an AI-first mindset—both internally and externally—guiding customers on how to operationalize AI to transform their contact center strategies and deliver measurable business outcomes.
As a leader of leaders, this executive aligns business value with technical execution, driving seamless customer journeys that maximize adoption, retention (NRR), and expansion across complex enterprise accounts. The role requires deep technical expertise—ideally grounded in early-career experience in product, engineering, or architecture—paired with strong executive presence to engage from developers to the C-suite.
Key Responsibilities
Leadership & Organizational Strategy
- Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
- Drive the evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function
- Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen
- Cultivate a culture of innovation, accountability, and AI-first thinking across the organization
AI Adoption & Customer Transformation
- Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences
- Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration
- Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion
- Act as an internal and external evangelist for AI-driven customer experience transformation
Customer & Technical Strategy
- Serve as the executive bridge between customer technical teams and internal Product & Engineering organizations
- Translate platform performance, AI utilization, and technical health into clear business outcomes and ROI
- Provide executive oversight on complex initiatives, including APIs, CRM integrations, and AI-enabled workflows
- Act as the voice of the customer to influence product innovation, particularly in AI and automation capabilities
Growth, Retention & Executive Engagement
- Own North America retention and expansion targets (NRR and GRR) across strategic accounts
- Partner closely with Sales and GTM leadership to identify AI-led growth opportunities
- Build and maintain C-suite relationships, positioning AI adoption as a strategic lever for business transformation
- Serve as the senior escalation point for complex technical and transformational engagements
Operational Excellence & Transformation
- Develop scalable playbooks that integrate AI adoption into onboarding, adoption, and lifecycle management
- Implement frameworks to measure technical health, AI utilization, and customer maturity
- Lead organizational transformation, integrating technical and business roles into a cohesive, AI-enabled CX model
- Drive operational rigor, consistency, and data-driven decision-making across the post-sales lifecycle
Qualifications
- 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
- Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
- Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
- Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
- Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
- Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
- Strong change management background, including organizational design and transformation initiatives
- Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
- Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
- Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)
- Bachelor’s degree required; MBA or advanced leadership training preferred
Pay Range (OTE Pay): $288,500 - $396,500
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.
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: Apply online.
Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 04/16/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.
The Senior 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. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.
Key Responsibilities
Enterprise Technical Enablement & Delivery Leadership
- Serve as the primary senior technical point of contact for enterprise and strategic accounts.
- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.
- Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.
- Translate customer business and operational needs into scalable technical architectures and implementation plans.
- Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.
- Establish and disseminate technical best practices across customers and internal teams.
Customer Success, Program Ownership & Risk Management
- Build and maintain trusted relationships with senior executive and operational stakeholders.
- Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.
- Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
- Partner with customers on structured change management strategies to ensure sustained adoption and value realization.
Data-Driven Value Realization & Commercial Impact
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.
- Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.
Cross-Functional Leadership & Professional Services Alignment
- Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers.
- Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
- Contribute to the development of 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 within a SaaS, CCaaS, or CPaaS environment.
- Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
- Proven track record of managing and delivering complex technical initiatives for enterprise customers.
- Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
- Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
- Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.
- Ability to align technical solutions to strategic business outcomes and ROI.
- Executive-level communication skills with the ability to influence and advise senior stakeholders.
- Strong analytical and problem-solving skills, with comfort operating in ambiguous environments.
- Excellent written and verbal communication skills with a consulting mindset and high attention to detail.
- Experience with contact center technology or customer experience platforms strongly preferred.
- Willingness to travel up to 25–30%.
- Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.
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.
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: Apply online.
Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/21/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.
The Senior 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. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.
Key Responsibilities
Enterprise Technical Enablement & Delivery Leadership
- Serve as the primary senior technical point of contact for enterprise and strategic accounts.
- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.
- Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.
- Translate customer business and operational needs into scalable technical architectures and implementation plans.
- Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.
- Establish and disseminate technical best practices across customers and internal teams.
Customer Success, Program Ownership & Risk Management
- Build and maintain trusted relationships with senior executive and operational stakeholders.
- Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.
- Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
- Partner with customers on structured change management strategies to ensure sustained adoption and value realization.
Data-Driven Value Realization & Commercial Impact
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.
- Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.
Cross-Functional Leadership & Professional Services Alignment
- Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers.
- Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
- Contribute to the development of 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 within a SaaS, CCaaS, or CPaaS environment.
- Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
- Proven track record of managing and delivering complex technical initiatives for enterprise customers.
- Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
- Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
- Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.
- Ability to align technical solutions to strategic business outcomes and ROI.
- Executive-level communication skills with the ability to influence and advise senior stakeholders.
- Strong analytical and problem-solving skills, with comfort operating in ambiguous environments.
- Excellent written and verbal communication skills with a consulting mindset and high attention to detail.
- Experience with contact center technology or customer experience platforms strongly preferred.
- Willingness to travel up to 25–30%.
- Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.
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.
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: Apply online.
Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 03/10/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.
The Senior 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. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.
Key Responsibilities
Enterprise Technical Enablement & Delivery Leadership
- Serve as the primary senior technical point of contact for enterprise and strategic accounts.
- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.
- Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.
- Translate customer business and operational needs into scalable technical architectures and implementation plans.
- Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.
- Establish and disseminate technical best practices across customers and internal teams.
Customer Success, Program Ownership & Risk Management
- Build and maintain trusted relationships with senior executive and operational stakeholders.
- Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.
- Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
- Partner with customers on structured change management strategies to ensure sustained adoption and value realization.
Data-Driven Value Realization & Commercial Impact
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.
- Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.
Cross-Functional Leadership & Professional Services Alignment
- Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers.
- Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
- Contribute to the development of 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 within a SaaS, CCaaS, or CPaaS environment.
- Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
- Proven track record of managing and delivering complex technical initiatives for enterprise customers.
- Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
- Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
- Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.
- Ability to align technical solutions to strategic business outcomes and ROI.
- Executive-level communication skills with the ability to influence and advise senior stakeholders.
- Strong analytical and problem-solving skills, with comfort operating in ambiguous environments.
- Excellent written and verbal communication skills with a consulting mindset and high attention to detail.
- Experience with contact center technology or customer experience platforms strongly preferred.
- Willingness to travel up to 25–30%.
- Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.
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.
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: Apply online.
Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 01/16/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
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. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.
Key Responsibilities
Technical Enablement & Product Adoption
- 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
Customer Success & Strategic Alignment
- 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
Data-Driven Value Realization
- 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 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.
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: Apply online.
Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 03/26/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.
The Senior 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. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.
Key Responsibilities
Enterprise Technical Enablement & Delivery Leadership
- Serve as the primary senior technical point of contact for enterprise and strategic accounts.
- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.
- Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.
- Translate customer business and operational needs into scalable technical architectures and implementation plans.
- Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.
- Establish and disseminate technical best practices across customers and internal teams.
Customer Success, Program Ownership & Risk Management
- Build and maintain trusted relationships with senior executive and operational stakeholders.
- Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.
- Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
- Partner with customers on structured change management strategies to ensure sustained adoption and value realization.
Data-Driven Value Realization & Commercial Impact
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.
- Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.
Cross-Functional Leadership & Professional Services Alignment
- Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers.
- Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
- Contribute to the development of 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 within a SaaS, CCaaS, or CPaaS environment.
- Fluency in English and Spanish (both written and spoken) is required.
- Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
- Proven track record of managing and delivering complex technical initiatives for enterprise customers.
- Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
- Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
- Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.
- Ability to align technical solutions to strategic business outcomes and ROI.
- Executive-level communication skills with the ability to influence and advise senior stakeholders.
- Strong analytical and problem-solving skills, with comfort operating in ambiguous environments.
- Excellent written and verbal communication skills with a consulting mindset and high attention to detail.
- Experience with contact center technology or customer experience platforms strongly preferred.
- Willingness to travel up to 25–30%.
- Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk
The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.
The Senior 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. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.
Key Responsibilities
Enterprise Technical Enablement & Delivery Leadership
- Serve as the primary senior technical point of contact for enterprise and strategic accounts.
- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.
- Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.
- Translate customer business and operational needs into scalable technical architectures and implementation plans.
- Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.
- Establish and disseminate technical best practices across customers and internal teams.
Customer Success, Program Ownership & Risk Management
- Build and maintain trusted relationships with senior executive and operational stakeholders.
- Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.
- Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
- Partner with customers on structured change management strategies to ensure sustained adoption and value realization.
Data-Driven Value Realization & Commercial Impact
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.
- Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.
Cross-Functional Leadership & Professional Services Alignment
- Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers.
- Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
- Contribute to the development of 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 within a SaaS, CCaaS, or CPaaS environment.
- Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
- Proven track record of managing and delivering complex technical initiatives for enterprise customers.
- Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
- Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
- Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.
- Ability to align technical solutions to strategic business outcomes and ROI.
- Executive-level communication skills with the ability to influence and advise senior stakeholders.
- Strong analytical and problem-solving skills, with comfort operating in ambiguous environments.
- Excellent written and verbal communication skills with a consulting mindset and high attention to detail.
- Experience with contact center technology or customer experience platforms strongly preferred.
- Willingness to travel up to 25–30%.
- Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
Work Environment and Physical Requirements:
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.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Ready to apply?
Apply to Talkdesk