[Hiring] CX Manager @Talkdesk

Role Description

The CX Manager plays a critical role as a technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement and change management. The CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.

Key Responsibilities

• Enterprise Technical Enablement & Delivery Leadership
  • 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.
• Customer Success, Program Ownership & Risk Management
  • 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.
• Data-Driven Value Realization & Commercial Impact
  • 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.
• Cross-Functional Leadership & Professional Services Alignment
  • Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
  • 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 or SOWs.
  • Contribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization.

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
• Preferred experience in healthcare, life sciences, biotech, laboratory, and/or pharma.
• Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred.
• Experience in software deployments and implementation methodologies such as agile and waterfall.
• Proven ability to align technology solutions to strategic business outcomes.
• Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
• Experience with customer journey mapping, stakeholder management, and success planning.
• Skilled in interpreting analytics to drive adoption and mitigate churn.
• Excellent written and verbal communication skills, with a consulting mindset.
• Willingness to travel up to 20%.
• Experience with contact center technology or customer experience platforms.
• Motivated to complete ongoing enablement pertaining to product innovation and new offerings.

Requirements

• Pay Range (OTE): $102,500 - $153,500
• Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan.
• Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• Paid Holidays: Talkdesk offers 14 paid holidays each year.
• Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.