CX Manager - HLS

Talkdesk

1d • $102,500 - $153,500

About The Position

The CX Manager serves as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. The role drives measurable business outcomes by leading advanced product adoption, managing complex technical initiatives, and supporting long-term customer success through strategic enablement and change management. It bridges customer technical and business stakeholders with Talkdesk’s internal teams, while also taking on customer relationship management responsibilities to maintain customer health and success.

The position leads enterprise technical enablement and delivery, including complex onboarding, platform optimization, advanced feature deployments, solution scoping, technical roadmaps, scalable architectures, and customer-specific use case strategies. It also owns technical initiative management, risk mitigation, escalations, executive business reviews, and customer change management. The CX Manager uses product usage and operational data to identify optimization and expansion opportunities, supports renewals, and communicates customer feedback and insights across internal teams. The role partners with Professional Services, Product, Support, Engineering, Sales, and Customer Success, and may contribute to sales cycles and scalable delivery processes.

Work is primarily in an office environment and involves extended periods of sitting or standing and computer-based work. Lifting is limited, and equipment use is limited to computer-related equipment. Travel of up to 20% is expected.

Requirements

• At least 5 years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
• Strong technical acumen; experience with APIs and CRM systems such as Salesforce is preferred.
• Experience with software deployments and implementation methodologies such as Agile and Waterfall.
• Ability to align technology solutions with strategic business outcomes.
• Ability to engage C-level executives and explain technical concepts to non-technical audiences.
• Experience with customer journey mapping, stakeholder management, and success planning.
• Skill in interpreting analytics to drive adoption and mitigate churn.
• Excellent written and verbal communication skills and a consulting mindset.
• Willingness to travel up to 20%.
• Experience with contact center technology or customer experience platforms.
• Motivation to complete ongoing enablement related to product innovation and new offerings.

Nice To Haves

• Experience in healthcare, life sciences, biotech, laboratories, and/or pharma.
• Experience with APIs and CRM systems such as Salesforce.
• Experience with contact center technology or customer experience platforms.

Responsibilities

• 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 roadmaps 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 with customer goals and Talkdesk product direction.
• Conduct advanced demonstrations and enablement sessions on feature enhancements and new capabilities.
• Establish and share technical best practices with customers and internal teams.
• Build and maintain trusted relationships with senior executive and operational stakeholders.
• Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
• Manage technical initiatives end to end, including issue tracking, prioritization, and customer communications.
• Identify delivery risks, develop mitigation strategies, and remove roadblocks.
• Serve as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
• Partner with customers on structured change management to support sustained adoption and value realization.
• Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
• Support renewals and expansion efforts by connecting demonstrated technical value to customer business outcomes.
• Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.
• Partner with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
• Summarize customer feedback about product gaps, bugs, and roadmap considerations.
• Influence internal prioritization with structured, data-backed insights from enterprise customers.
• Participate in sales cycles as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
• Contribute to scalable delivery processes, playbooks, and best practices across the CX organization.
• Complete ongoing enablement related to product innovation and new offerings.
• Travel up to 20%.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Employee Assistance Program (EAP).
• 401(k) plan.
• Uncapped paid time off for exempt employees, subject to manager approval and business needs; non-exempt employees receive accrual-based paid time off.
• 14 paid holidays each year.
• Equity and short-term bonus or commission incentives may be available depending on level and role.
• Paid sick leave arrangements, subject to manager approval and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed