CX Manager

🕒 il y a 22 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🔴 Expert

👔 Manager

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Talkdesk

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2011

🤝 B2B

💰 €230 000 000 Series D en 2021-08

B2B • AI • Healthcare

Talkdesk® est un leader mondial des centres de contact cloud pour les entreprises de toutes tailles. Talkdesk CX Cloud et Industry Experience Clouds aident les entreprises à offrir un service client moderne à leur manière. Notre plateforme de centre de contact, fiable, flexible et innovante, exploite l'IA et l'automatisation pour obtenir des résultats exceptionnels pour leurs clients et améliorer le résultat net. Pour en savoir plus et essayer une démonstration autoguidée, visitez www.talkdesk.com.

Description

• 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.

🎯 Exigences

• 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%.

🏖️ Avantages

• 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.