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Talkdesk is seeking a Senior CX Manager to serve as a critical technical advisor and strategic partner for our largest and most complex enterprise 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 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 across multi-product environments. You will define solution scope, translate business needs into scalable technical architectures, and drive use case strategy aligned to customer goals. Additionally, you will build trusted relationships with executive stakeholders, support business reviews focused on ROI and adoption maturity, and manage end-to-end technical initiatives including risk mitigation and cross-functional coordination.
This role offers the opportunity to have significant commercial impact by analyzing product usage data to identify optimization opportunities, supporting renewals and expansion efforts, and developing customer success stories. You will work closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success teams to deliver cohesive outcomes while contributing to the development of scalable delivery processes and best practices.
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 as needed 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
- Travel up to 25-30% as needed
Skills
Benefits
Talkdesk IN NUMBERS
Working at Talkdesk
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Colegas fantásticos em muitas equipas. Benefícios como semana de 4 dias em Agosto. Flexibilidade de trabalho remoto. Produto com potencial.
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