Senior Project Manager - Professional Services

Talkdesk • Atlanta, GA

9h • Onsite

About The Position

Talkdesk is pioneering 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!

Requirements

• 8+ years of experience managing technical projects, preferably client facing
• Proven experience working in a SaaS organization
• Bachelor's degree in client management, or significant professional experience in a Project Management role
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Ability to communicate and manage escalations and maintain C level relationships
• Ability to work cross-functionally in a fast-paced startup environment, such as strong organization skills and business acumen
• Fluency in written and spoken English
• Travel requirement: up to 30%

Nice To Haves

• PMP (Project Management Professional) Certification or equivalent is desirable
• MBA Degree preferred
• Salesforce and other CRM experience preferred
• bilingual abilities a plus

Responsibilities

• Lead Talkdesk’s Strategic customer implementation projects from kick-off to completion
• Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
• Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities
• Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders
• Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
• Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
• Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
• Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
• Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW
• Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
• Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met

Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• 401(k) plan
• uncapped paid time off program, subject to manager approval and consistent with business needs.
• 14 paid holidays each year.
• Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees