Senior CX Manager

About the role

The Senior Customer Experience (CX) Manager plays a crucial role as a technical advisor and strategic partner for Talkdesk's most important and complex clients. This position is dedicated to achieving measurable business outcomes through enhanced product utilization, overseeing intricate technical projects, and fostering long-term customer satisfaction through effective enablement and change management strategies.

Key facts

What you'll do

• Serve as the primary senior technical liaison for enterprise and strategic accounts, ensuring their needs are met effectively.
• Manage the onboarding process, optimize platform performance, and implement advanced features across various product environments.
• Collaborate with customer project managers and internal teams to outline project scopes, delivery methods, and technical roadmaps.
• Translate customer business and operational needs into scalable technical solutions and implementation plans.
• Lead use case strategies, promote feature adoption, and develop innovation roadmaps that align with customer objectives and Talkdesk's product vision.
• Conduct in-depth demonstrations and training sessions to showcase feature enhancements and new functionalities to clients.
• Establish and disseminate technical best practices among customers and internal teams to enhance overall service delivery.
• Monitor customer satisfaction and proactively address any issues to ensure a seamless experience with Talkdesk's products.
• Analyze customer feedback and data to identify opportunities for improvement and drive continuous product enhancements.
• Foster strong relationships with key stakeholders to facilitate effective communication and collaboration.
• Stay updated on industry trends and competitor offerings to provide informed recommendations to clients.
• Mentor junior team members and contribute to the overall growth and development of the Customer Experience team.

Requirements

• A minimum of 7 to 10 years of experience in roles such as Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management within a SaaS, CCaaS, or CPaaS environment.
• Preferred experience in industries like financial services, healthcare/life sciences, retail, and consumer products.
• Demonstrated ability to manage and execute complex technical projects for enterprise-level clients effectively.
• Strong technical acumen, including knowledge of APIs, CRM systems (such as Salesforce), and modern cloud-based enterprise platforms.
• Proven experience in defining project scopes, managing delivery timelines, and coordinating multiple workstreams efficiently.
• Familiarity with agile and/or waterfall methodologies; PMP or similar certification is a valuable asset.
• Ability to align technical solutions with broader business objectives and demonstrate ROI to stakeholders.
• Exceptional communication skills, with the ability to influence and advise senior stakeholders effectively.
• Strong analytical and problem-solving skills, with a comfort level in navigating uncertain environments.
• Excellent written and verbal communication skills, with a detail-oriented consulting approach.
• Experience with contact center technology or customer experience platforms is highly desirable.
• Willingness to travel approximately 25-30% of the time.
• Commitment to continuous learning and professional development related to Talkdesk's evolving platform and innovations.

Nice to have

• Experience working with international clients or in a global business environment.
• Familiarity with data analytics tools and methodologies to drive customer insights.
• Knowledge of customer journey mapping and experience design principles.
• Previous experience in a leadership or mentoring role within a customer-facing team.

Skills & tools

• Proficiency in CRM systems, particularly Salesforce.
• Familiarity with project management tools and methodologies.
• Strong understanding of cloud technologies and APIs.
• Excellent presentation and training skills.
• Ability to work collaboratively in a fast-paced, team-oriented environment.

Practical notes

• The salary range for this position is between $77,500 and $147,000, with potential for long-term incentives such as equity and short-term bonuses based on performance.
• Comprehensive health benefits include medical, dental, vision, life, and disability coverage, as well as an Employee Assistance Program (EAP).
• A 401(k) retirement plan is available to employees.
• Talkdesk offers an unlimited paid time off policy for exempt employees, while non-exempt employees follow an accrual-based system, both subject to managerial approval and business needs.
• Employees enjoy 14 paid holidays annually and uncapped paid sick leave for exempt employees, with non-exempt employees adhering to accrual standards.

Method of Application: Interested candidates are encouraged to apply online.

Application Window: Applications will be accepted for at least 10 days from the posting date, which is March 10, 2026.

Benefits and perks may vary based on employment type with Talkdesk.

For any inquiries regarding this posting, please contact the Talent team at Talent@talkdesk.com.