CX Manager – HLS

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Talkdesk

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🤝 B2B

🤖 Artificial Intelligence

🏥 Healthcare

💰 $230M Series D on 2021-08

B2B • Artificial Intelligence • Healthcare

Talkdesk is an AI-powered customer experience platform designed to revolutionize the way businesses interact with their customers. Tailored for various industries, Talkdesk seamlessly integrates with existing systems to enhance customer service and agent productivity through hyper-personalized, context-aware experiences. With a focus on sectors such as financial services, healthcare, retail, and government, Talkdesk empowers organizations to scale operations, automate routine tasks, and optimize resource allocation, ensuring secure and efficient service delivery across all channels.

📋 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 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 on product gaps, bugs, and roadmap considerations • 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

🎯 Requirements

• 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

🏖️ Benefits

• Medical, Dental, Vision, Life and 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 • Uncapped paid time off for exempt employees • Accrual-based sick leave for non-exempt employees • Long-term incentives in the form of equity may be available based on level and role • Short-term incentives in the form of bonus or commission may be available based on level and role