CX Manager - HLS

Responsibilities

• Serve as primary senior technical point of contact for enterprise and strategic accounts
• Lead complex onboarding, platform optimization and advanced feature deployments
• Define solution scope, delivery approach and technical roadmap with customer and internal teams
• Translate business needs into scalable technical architectures and implementation plans
• Conduct advanced demos and enablement sessions
• Build and maintain relationships with senior executive and operational stakeholders
• Own end-to-end management of technical initiatives, including risk mitigation and escalations
• Analyze product usage and customer data to identify optimization and expansion opportunities
• Support renewals and expansion by aligning technical value to customer outcomes

Requirements

• 5+ years in Customer Success, Technical Account Management, Professional Services or Solution Consulting in SaaS or CCaaS/CPaaS
• Strong technical acumen with APIs and enterprise software
• Experience with software deployments using agile and waterfall methodologies
• Ability to align technology solutions to strategic business outcomes
• Comfortable engaging C-level executives
• Excellent written and verbal communication skills
• Willingness to travel up to 20%

Preferred Qualifications

• Experience in healthcare, life sciences, biotech, laboratory or pharma
• Experience with CRM systems such as Salesforce
• Experience with contact center technology or customer experience platforms

Benefits

• Medical, dental, vision, life and disability insurance
• 401(k) plan
• Uncapped paid time off for exempt employees
• 14 paid holidays each year
• Equity and short-term incentives based on level

About the Company

• Talkdesk is a Customer Experience Automation company serving global brands with AI-first solutions.
• It has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service.