CX Manager
Application managed by InterviewHR
$102,500 – $153,500 / yearly
Talkdesk is seeking a CX Manager to play a critical dual role as both a trusted advisor and technical consultant to our most valuable customers. In this unique hybrid position, you will drive product adoption, optimize customer ROI, and ensure long-term customer health through outcome-based enablement, technical guidance, and change management support. You will serve as the essential bridge between customer stakeholders (technical and business) and Talkdesk's internal teams, ensuring alignment on key business objectives and successful product utilization. As a CX Manager, your responsibilities will span technical enablement and product adoption, customer success and strategic alignment, and data-driven value realization. You'll support onboarding and product training, translate business needs into technical solutions, build and maintain strong relationships with key stakeholders, and facilitate business reviews to track ROI and performance against KPIs. Additionally, you'll analyze product usage data, develop case studies highlighting customer success, and collaborate closely with Account Executives, Sales Engineers, and Support teams to deliver a unified customer experience. This role is ideal for a proactive professional with 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment. You should have strong technical acumen, proven ability to align technology solutions to strategic business outcomes, and excellent communication skills for engaging with C-level executives.
Responsibilities
- Serve as the primary technical point of contact for assigned accounts
- Support onboarding, product training, and enablement to ensure seamless deployment and product usage
- Translate business needs into technical solutions and guide feature utilization
- Demonstrate product features and capabilities within the platform
- Partner with customers to strategize on adoption and innovation roadmap
- Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements
- Understand and disseminate technical best practices to customers
- Build and maintain strong relationships with key executive and operational stakeholders
- Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals
- Drive customer health and retention by identifying risks and delivering proactive success plans
- Partner with customers to develop change management strategies for successful adoption
- Manage customer risks and escalations
- Analyze product usage data and customer insights to identify opportunities for greater impact
- Develop and share case studies highlighting customer success and measurable outcomes
- Partner with Account Executives, Sales Engineers, and Support to deliver a unified customer experience
- Provide feedback to product and engineering teams based on customer input and usage patterns
- Support renewal and expansion efforts by aligning product value with customer goals
Skills
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) Plan
- Uncapped Paid Time Off
- 14 Paid Holidays per Year
- Uncapped Paid Sick Leave
- Equity
- Bonus or Commission
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