Senior CX Manager - FSI

Talkdesk

9d • $77,500 - $147,000

About The Position

The Senior CX Manager is 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, overseeing 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 to align on business objectives and successful product utilization. The position combines technical guidance with customer relationship management responsibilities to support lasting customer relationships and account health.

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.
• Proven track record managing and delivering complex technical initiatives for enterprise customers.
• Strong technical acumen, including experience with APIs, CRM systems such as Salesforce, and modern cloud-based enterprise platforms.
• Experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
• Experience with agile and/or waterfall implementation methodologies.
• Ability to align technical solutions with strategic business outcomes and ROI.
• Executive-level communication skills and 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, a consulting mindset, and high attention to detail.
• Willingness to travel up to 25–30%.
• Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.

Nice To Haves

• Experience in financial services, healthcare/life sciences, retail, or consumer products.
• PMP or equivalent certification.
• 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 across 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 communication.
• Identify delivery risks, develop mitigation strategies, and remove roadblocks.
• 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 support sustained adoption and value realization.
• Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
• Support renewals and expansion by aligning demonstrated technical value with 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.
• Communicate customer feedback on 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.
• Travel up to 25–30%.
• Continue learning about and enabling customers on Talkdesk’s evolving platform and innovations.

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.
• Accrual-based paid time off for non-exempt employees, subject to manager approval and business needs.
• 14 paid holidays each year.
• Paid sick leave, with arrangements depending on exempt or non-exempt status and subject to manager approval and business needs.
• Potential eligibility for long-term equity incentives and short-term bonus or commission incentives, depending on level and role.

What This Job Offers

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