Principal Consultant - Customer Enablement
Application managed by InterviewHR
$152,000 – $228,000 / yearly
Talkdesk is seeking a Principal Consultant - Customer Enablement to join our Customer Experience Automation (CXA) team in Denver. In this role, you will be a strategic enablement leader responsible for ensuring our Professional Services teams are equipped to deliver exceptional implementations. You will build deep expertise in critical product and industry areas, partner closely with product, implementation, and sales teams to identify gaps and drive continuous improvement, and act as a liaison between customers and internal stakeholders to translate product functionality needs into actionable solutions. You will lead strategic implementations with enterprise clients, manage complex projects from requirements gathering through delivery and training, and mentor team members to foster organizational growth. This position offers the opportunity to shape product direction by engaging with global clients in partnership with Solution Engineers and Architects, providing consultative guidance on best practices and innovative solutions. You will also develop training initiatives, create educational materials, maintain industry knowledge, and work to streamline operations through process improvements and technical innovation. The ideal candidate brings 8+ years of experience in Digital Customer Engagement Consulting, Outbound Dialer Consulting, Contact Center services, and Professional Services in a fast-paced SaaS environment. You should possess exceptional communication skills, a consultative approach, strong technical acumen, and the ability to thrive in a hyper-growth, global organization. Travel up to 30% is required for this role.
Responsibilities
- Ensure Talkdesk Professional Service teams are enabled to deliver exceptional implementations and build expertise in critical product and industry areas
- Support the product team in designing, developing, and delivering new products and features
- Partner with product, implementation, and sales teams to identify issues, close gaps, and improve Talkdesk products
- Lead discussions with sales, product, and engineering to prioritize products and features based on client needs
- Act as liaison between customers, internal services teams, and product/engineering to translate product functionality needs and requirements
- Engage with global enterprise clients to consult, design, and architect solutions that meet client needs
- Effectively translate client requirements to internal stakeholders and ensure alignment with Talkdesk offerings
- Assist in creating accurate Statements of Work and proposed solutions with comprehensive requirements and deliverables
- Lead Talkdesk Strategic implementations including project management, requirements documentation, prototyping, system configuration, and training
- Assess company-wide developmental needs to drive training initiatives
- Create training materials and programs to transfer product knowledge to customers and employees
- Maintain current industry knowledge and work toward relevant industry certifications
- Drive internal communication processes for product and feature releases
- Lead knowledge transfer sessions for internal and implementation partner resources
- Work with technical writing team to improve product documentation
- Mentor team members to enable their growth within the organization
- Identify process improvements, technical solutions, and develop best practices and reusable tools
- Routinely report department activities and achievements
- Track time and resources at project, training, and engagement level for resource forecasting
Skills
Benefits
- Medical, Dental, Vision, Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off
- 14 paid holidays per year
- Uncapped paid sick leave
- Long-term incentives in the form of equity
- Short-term incentives of bonus or commission based on level and role
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