CX Manager – Health & Life Sciences

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $102.500 - $153.500 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Talkdesk

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2011

🤝 B2B

💰 $230.000.000 Series D em 2021-08

B2B • AI • Healthcare

A Talkdesk® é uma líder global em centros de contato na nuvem para empresas de todos os tamanhos. O Talkdesk CX Cloud e os Industry Experience Clouds ajudam as empresas a oferecer um serviço ao cliente moderno, do seu jeito. Nossa plataforma de centro de contato confiável, flexível e inovadora aproveita a IA e a automação para alcançar resultados excepcionais para seus clientes e melhorar os resultados financeiros. Saiba mais e faça uma demonstração auto-guiada em www.talkdesk.com.

Descrição

• Serve as the primary technical point of contact for assigned accounts. • Support onboarding, product training, and enablement to ensure seamless deployment and product usage. • Translate business needs into technical solutions; drive use case road map and guide feature utilization. • Demonstrate product features and capabilities within the platform • Partner with customer to strategize on adoption and innovation roadmap • Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements. • Understand and disseminate technical best practices to customers • Build and maintain strong relationships with key executive and operational stakeholders. • Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals. • Drive customer health and retention by identifying risks and delivering proactive success plans. • Partner with customers to develop change management strategies for successful adoption. • Manage customer risks and escalations • Analyze product usage data and customer insights to identify opportunities for greater impact. • Develop and share case studies highlighting customer success and measurable outcomes. • Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience. • Provide feedback to product and engineering teams based on customer input and usage patterns. • Support renewal and expansion efforts by aligning product value with customer goals.

🎯 Requisitos

• 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 financial services, healthcare/lifesciences, retail and consumer products • 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

🏖️ Benefícios

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). • 401(k) plan • 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. • 14 paid holidays each year. • uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.