Senior CX Manager
Application managed by InterviewHR
$77,500 – $147,000 / yearly
Talkdesk is seeking a Senior CX Manager to serve as a critical senior technical advisor and strategic partner for our largest and most complex customers. This unique hybrid role combines advanced product adoption leadership, complex technical initiative oversight, and long-term customer success through strategic enablement and change management. You will act as the bridge between customer stakeholders and Talkdesk's internal teams, ensuring alignment on business objectives and successful product utilization. In this position, you will lead enterprise technical enablement and delivery, managing complex onboarding, platform optimization, and advanced feature deployments across multi-product environments. You'll build trusted relationships with senior executives, conduct advanced demos, establish technical best practices, and own end-to-end management of technical initiatives including issue tracking and risk mitigation. Your analytical skills will drive data-backed insights into product usage and customer success stories. You will collaborate closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams to deliver cohesive outcomes. This role is ideal for a proactive professional who excels at solving complex technical challenges while fostering strong, lasting customer relationships and demonstrating measurable business impact.
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 roadmap in partnership 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 to customer goals and Talkdesk product direction
- Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities
- Establish and disseminate 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
- Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication
- Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success
- 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 ensure sustained adoption and value realization
- Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities
- Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes
- Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact
- Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations
- Influence internal prioritization by providing structured, data-backed insights from enterprise customers
- Participate in the sales cycle to gather technical requirements, shape solution approaches, and support proposals
- Contribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization
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
- Long-term incentives in the form of equity
- Short-term incentives of bonus or commission
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