Senior CX Manager
Application managed by InterviewHR
$77,500 – $147,000 / yearly
At Talkdesk, we are seeking a Senior CX Manager to serve as a critical senior technical advisor and strategic partner to our largest and most complex customers. This unique hybrid role combines technical expertise with customer relationship management responsibilities, driving measurable business outcomes through advanced product adoption, complex technical initiatives, and strategic enablement. You will serve as the bridge between customer stakeholders and Talkdesk's internal teams, ensuring alignment on key business objectives and successful product utilization. In this position, you will lead enterprise technical enablement and delivery, managing complex onboarding, platform optimization, and multi-product deployments for strategic accounts. You'll build trusted relationships with senior executives, own end-to-end technical initiatives, and proactively identify and mitigate delivery risks. Additionally, you will drive data-driven value realization by analyzing product usage and supporting renewal and expansion efforts through demonstrated technical value aligned to customer business outcomes. This role requires close collaboration with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams. You'll influence internal prioritization with structured insights from enterprise customers, participate in the sales cycle, and contribute to developing scalable delivery processes and best practices across the CX organization.
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
- Partner with customers on structured change management strategies
- Analyze product usage and operational data 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
- Partner with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams
- Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations
- Participate in the sales cycle as needed to gather technical requirements and support proposals
Skills
Benefits
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- Employee Assistance Program (EAP)
- 401(k) plan
- Uncapped paid time off
- 14 paid holidays per year
- Long-term incentives in the form of equity
- Short-term incentives of bonus or commission
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