Senior CX Manager
Application managed by InterviewHR
$77,500 – $147,000 / yearly
Talkdesk is seeking a Senior CX Manager to serve as a senior technical advisor and strategic partner to the company's largest and most complex customers. In this unique hybrid role, you will drive measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement and change management. You will act as the bridge between customer stakeholders and Talkdesk's internal teams, combining deep technical expertise with strong relationship management. As the primary senior technical point of contact for enterprise accounts, you will lead complex onboarding, platform optimization, and advanced feature deployments while managing end-to-end technical initiatives. You will build trusted relationships with senior executives, conduct executive business reviews focused on ROI and adoption, and proactively identify and mitigate delivery risks. Additionally, you will analyze product usage data to identify optimization opportunities, support renewals through demonstrated value, and develop customer success stories highlighting measurable enterprise-scale impact. This role requires strong cross-functional collaboration with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams. You will influence internal prioritization through data-backed customer insights, participate in the sales cycle to shape technical solutions, and contribute to developing scalable delivery processes and best practices across the 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 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 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 and support proposals
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 annually
- Uncapped paid sick leave
- Long-term incentives in the form of equity
- Short-term incentives of bonus or commission
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