Strategic Partner Account Director, Financial Services

Talkdesk•Salt Lake City, UT

About The Position

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences. We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth. At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker. Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others. Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures. Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward. Talkdesker: YOU! Position Overview As a Strategic Partner Account Director for Financial Services at Talkdesk, you will lead the growth and enablement of our partner ecosystem within banking, credit unions, insurance, wealth management, and fintech markets. You will cultivate strategic alliances that accelerate adoption of Talkdesk’s AI-powered, cloud-native CCaaS platform, enabling partners to deliver secure, compliant, and frictionless customer experiences. Your role is to position Talkdesk (and our agentic AI capabilities) as the preferred solution for transforming contact centers, automating workflows, improving fraud detection and prevention, and enhancing customer satisfaction across the financial services lifecycle.

Requirements

15+ years in strategic partnerships, channel sales, or enterprise software alliances.
Experience in financial services or fintech-related technology ecosystems.
Proven success in building and scaling revenue-driven partnership programs.
Strong understanding of CCaaS, cloud, AI, and customer experience transformation.
Experience negotiating partnership and co-sell agreements.
Proficiency with Salesforce and partner attribution models.

Nice To Haves

Background working with regulated environments and security-compliance frameworks.
Knowledge of banking, credit union, or insurance technology stacks and integration ecosystems.
Familiarity with financial core systems, CRMs, and payment providers.
Strong executive communication and trusted advisor presence.
Ability to articulate AI/CCaaS business value in financial terms - ROI, risk, resiliency.
Skilled in navigating complex decision cycles across IT, security, operations, and CX teams.
Entrepreneurial mindset with a passion for innovation and co-creation with partners.

Responsibilities

Develop and manage executive-level partner relationships across banks, credit unions, insurance carriers, and fintech solution providers.
Act as a trusted advisor on CCaaS modernization, omnichannel experiences, and AI-driven automation strategies.
Build long-term partner business plans that align Talkdesk capabilities to industry needs such as fraud prevention, claims processing, lending, and member services.
Grow adoption of Talkdesk AI solutions including agent assist, workflow automation, intelligent routing, generative knowledge bases, and predictive analytics.
Enable partners to position Talkdesk around financial outcomes: reduced operational cost-to-serve, improved NPS, reduced fraud losses, and increased digital containment.
Support vertical solution alignment with Talkdesk products (e.g., Banking Services Excellence, Insurance CX, Credit Union Playbooks).
Define co-sell and co-market strategies tailored to financial compliance and buyer cycles.
Orchestrate partner + Talkdesk collaboration for account-based engagements, channel pipeline growth, and Salesforce attribution.
Support integration strategies with core banking, CRM, payment, insurance, and fintech platforms.
Serve as the internal voice of the partner, collaborating across Product, Engineering, Security, Legal, Marketing, and Customer Success.
Drive enablement programs ensuring partners can confidently sell, deploy, and support AI-powered CCaaS in regulated environments.
Gather and communicate partner-led insights to inform vertical product enhancements.
Lead contractual discussions including reseller frameworks, referral agreements, revenue-sharing, and strategic investments.
Ensure compliance with data privacy, resiliency, and financial regulatory considerations.
Define and track KPIs: partner-influenced revenue, pipeline growth, AI adoption rates, and customer satisfaction.
Present insights and performance to Talkdesk leadership and partner executives.
Develop partner relationships across retail & commercial banking, credit unions, insurance, and capital markets.
Align Talkdesk’s solutions to industry priorities including: fraud and identity verification loan origination and servicing claims management policyholder/member engagement digital collections wealth advisory & client onboarding
Navigate compliance and security expectations such as PCI-DSS, SOC2, GLBA, FFIEC, and resiliency requirements.
Bring agentic AI value propositions focused on customer trust and risk mitigation - not just efficiency.
Support partners in delivering customer experiences that are secure, compliant, personalized, and automated.

Benefits

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

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