Senior Enterprise CX Leader & Adoption Strategist

Talkdesk, Inc.; United States; Remote; USD 78,000 - 147,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off (unlimited accrual)

Paid Holidays (14 days)

Job summary

Talkdesk, Inc. seeks a Senior CX Manager to serve as a senior technical advisor and strategic partner for our largest and most complex customers, driving adoption and value realization across multi‑product environments.

You will lead end‑to‑end technical initiatives, align stakeholders, and support renewals with data‑driven insights and change management strategies to ensure long‑term customer success.

Qualifications

• 7–10+ years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management within a SaaS, CCaaS, or CPaaS environment.
• Experience delivering complex technical initiatives for enterprise customers.
• Experience with APIs and CRM systems (e.g., Salesforce) and modern cloud-based enterprise platforms.

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.

Skills

Executive-level communication

Strategic advisory

CRM systems (Salesforce)

APIs & cloud platforms

Delivery leadership

Education

PMP certification

Tools

Salesforce

Job description

Talkdesk, Inc. seeks a Senior CX Manager to serve as a senior technical advisor and strategic partner for our largest and most complex customers, driving adoption and value realization across multi‑product environments.

You will lead end‑to‑end technical initiatives, align stakeholders, and support renewals with data‑driven insights and change management strategies to ensure long‑term customer success.