Senior CX Manager

🕒 Agosto 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $77.500 - $147.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Talkdesk

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2011

🤝 B2B

🤖 Inteligência Artificial

🏥 Saúde

💰 $230.000.000 Series D em 2021-08

B2B • Artificial Intelligence • 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 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 end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication • Identify delivery risks, develop mitigation strategies, and remove roadblocks • Act as a senior escalation point for complex technical and delivery issues • Partner with customers on structured change management strategies • Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities • Support renewals and expansion efforts by aligning technical value to customer business outcomes • Develop customer success stories and case studies • Partner with Professional Services, Product, Support, Engineering, Sales, and Customer Success • Communicate customer feedback related to product gaps, bugs, and roadmap considerations • Influence internal prioritization with structured, data-backed enterprise customer insights • Participate in the sales cycle to gather technical requirements, shape solution approaches, and support proposals or SOWs • Contribute to 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/lifesciences, 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% • Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations

🏖️ Benefícios

• Long-term incentives in the form of equity • Short-term incentives of either bonus or commission • Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • Employee Assistance Program (EAP) • 401(k) plan • Uncapped paid time off program for exempt employees • Accrual-based paid time off program for non-exempt employees • 14 paid holidays each year • Paid sick leave for non-exempt employees