Senior CX Manager - DACH

About the role

The Senior CX Manager is essential in guiding Talkdesk's most significant and intricate clients. This position focuses on driving successful business results by facilitating advanced product usage, managing complex technical projects, and ensuring ongoing customer satisfaction through strategic support and change management.

In this role, you will connect customer stakeholders with internal teams at Talkdesk, ensuring alignment on vital business goals and effective product use. This hybrid position is ideal for an individual who excels at addressing intricate technical issues while nurturing strong, enduring customer relationships.

Key facts

What you'll do

• Act as the main senior technical contact for enterprise and strategic accounts.
• Oversee onboarding processes, platform optimization, and deployment of advanced features across multiple products.
• Collaborate with customer project managers and internal teams to define solution scope, delivery methods, and technical roadmaps.
• Convert customer operational needs into scalable technical architectures and implementation strategies.
• Promote use case strategies, feature adoption, and innovation roadmaps that align with customer objectives and Talkdesk's product vision.
• Conduct advanced demonstrations and training sessions to highlight new features and capabilities.
• Share technical best practices with customers and internal teams.
• Establish and maintain trusted relationships with senior executives and operational stakeholders.
• Support executive business reviews that focus on ROI, KPIs, adoption maturity, and strategic alignment.
• Manage technical initiatives from start to finish, including tracking issues, prioritizing tasks, and communicating with customers.
• Identify potential delivery risks, create mitigation strategies, and resolve obstacles to ensure program success.
• Serve as a senior point of escalation for complex technical and delivery challenges, coordinating cross-functional solutions.
• Collaborate with customers on structured change management strategies to ensure ongoing adoption and value realization.
• Analyze product usage, operational data, and customer insights to pinpoint optimization and expansion opportunities.
• Assist in renewals and expansion initiatives by linking demonstrated technical value to customer business results.
• Create customer success stories and case studies that showcase measurable outcomes and enterprise-scale impact.
• Work closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to achieve cohesive results.
• Summarize and relay customer feedback regarding product gaps, bugs, and roadmap considerations.
• Influence internal prioritization by providing structured, data-driven insights from enterprise clients.
• Participate in the sales process as needed to gather technical requirements, shape solution strategies, and support proposals or statements of work.
• Help develop scalable delivery processes, playbooks, and best practices across the Customer Experience organization.

Requirements

• Fluency in German is required (minimum C1 level or native proficiency).
• At least 5 years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management within a SaaS, CCaaS, or CPaaS context.
• Strong English communication skills are also necessary.
• Experience in German-speaking enterprise environments is highly desirable.
• Preferred background in financial services, healthcare/life sciences, retail, and consumer products.
• Proven experience in managing and executing complex technical projects for enterprise clients.
• Strong technical knowledge, including familiarity with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
• Demonstrated ability to define project scope, manage delivery plans, and coordinate multi-workstream initiatives.
• Familiarity with agile and/or waterfall methodologies; PMP or equivalent certification is a plus.
• Capability to align technical solutions with strategic business outcomes and ROI.
• Excellent communication skills with the ability to influence and advise senior stakeholders.
• Strong analytical and problem-solving abilities, with comfort in ambiguous situations.
• Exceptional written and verbal communication skills, along with a consulting mindset and attention to detail.
• Experience with contact center technology or customer experience platforms is strongly preferred.
• Willingness to travel up to 25-30%.
• Commitment to ongoing learning and enablement related to Talkdesk's evolving platform and innovations.

Practical notes

This position may require travel and offers a competitive salary and benefits package. Applications are encouraged from individuals who meet the specified qualifications and are excited to contribute to the future of customer experience automation.