CX Manager

🕒 Maio 20

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 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 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. • 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. • 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. • 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.

🎯 Requisitos

• 7–10+ years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management within a SaaS, CCaaS, or CPaaS environment. • Preferred experience in financial services, healthcare/life sciences, retail and consumer products. • Proven track record of managing and delivering complex technical initiatives for enterprise customers. • Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms. • Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects. • Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred. • Ability to align technical solutions to strategic business outcomes and ROI. • Executive-level communication skills with the ability to influence and advise senior stakeholders. • Strong analytical and problem-solving skills, with comfort operating in ambiguous environments. • Excellent written and verbal communication skills with a consulting mindset and high attention to detail. • Experience with contact center technology or customer experience platforms strongly preferred. • Willingness to travel up to 25–30%.

🏖️ Benefícios

• 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.