Senior Enterprise CX Leader — Strategy, Adoption & ROI

Talkdesk; United States; A distancia; USD 103.000 - 154.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

401(k) plan

Uncapped Paid Time Off

14 paid holidays

Paid Sick Leave

Equity / long-term incentives

Descripción de la vacante

Talkdesk is seeking a CX Manager to act as a technical advisor and strategic partner for our largest and most complex customers in the United States. This role bridges customer stakeholders with Talkdesk teams to ensure alignment on business objectives and successful product utilization, while also owning CRM responsibilities to sustain long-term customer health.

The role requires 5+ years in Customer Success, TAM, or related fields in SaaS/CCaaS, with strong APIs and Salesforce experience, and

Formación

• 5+ years in Customer Success, TAM, Professional Services, or Solution Consulting in SaaS/CCaaS.
• Healthcare, life sciences, biotech, lab, or pharma experience preferred.
• Strong technical acumen with APIs, CRM systems (e.g., Salesforce), and modern enterprise software.
• Experience with software deployments and methodologies such as agile and waterfall.
• Ability to translate technical concepts to non-technical audiences and engage C-level executives.
• Willingness to travel up to 20%.
• Experience with contact center technology or CX platforms.

Responsabilidades

• Serve as the primary senior technical point of contact for enterprise accounts.
• Lead onboarding, platform optimization, and advanced feature deployments across multi-product environments.
• Define solution scope, delivery approach, and technical roadmap with customer PMs and internal teams.
• Translate customer needs into scalable technical architectures and implementation plans.
• Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals.
• Conduct advanced demos and enablement sessions showcasing enhancements.
• Establish and disseminate technical best practices across customers and teams.
• Build trusted relationships with senior executives and operational stakeholders.
• Support executive reviews focusing on ROI, KPIs, and adoption maturity.
• Own end-to-end management of technical initiatives and risk mitigation.
• Proactively identify delivery risks and remove roadblocks.
• Coordinate cross-functional resolution as senior escalation point.
• Partner on structured change management to ensure sustained adoption.
• Analyze usage and insights to identify optimization opportunities.
• Support renewals/expansion by tying value to outcomes.
• Develop customer success stories highlighting enterprise impact.

Conocimientos

Customer Success

Technical Account Mgmt

Solutions Consulting

CRM Systems

APIs

Salesforce

Delivery Leadership

Stakeholder Management

Communication

Travel Availability

Herramientas

Salesforce

CCaaS Platforms

Descripción del empleo

Talkdesk is seeking a CX Manager to act as a technical advisor and strategic partner for our largest and most complex customers in the United States. This role bridges customer stakeholders with Talkdesk teams to ensure alignment on business objectives and successful product utilization, while also owning CRM responsibilities to sustain long-term customer health.

The role requires 5+ years in Customer Success, TAM, or related fields in SaaS/CCaaS, with strong APIs and Salesforce experience, and