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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.
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