Senior CX Manager

Responsibilities

• Serve as the primary senior technical point of contact for enterprise and strategic accounts
• Lead complex onboarding, platform optimization, and advanced feature deployments
• Translate customer business needs into scalable technical architectures and implementation plans
• Build and maintain trusted relationships with senior executive and operational stakeholders
• Own end-to-end management of technical initiatives, including issue tracking and prioritization
• Analyze product usage and operational data to identify optimization and expansion opportunities
• Partner with Professional Services, Product, Support, and Engineering to deliver cohesive outcomes

Requirements

• 7-10+ years of experience in Technical Account Management, Professional Services, or Customer Success within SaaS, CCaaS, or CPaaS
• Proven track record of delivering complex technical initiatives for enterprise customers
• Strong technical acumen with APIs, CRM systems (e.g., Salesforce), and cloud platforms
• Experience with agile and/or waterfall implementation methodologies
• Executive-level communication and influencing skills
• Willingness to travel up to 25-30%

Benefits

• Medical, Dental, Vision, Life and Disability Insurance
• 401(k) plan
• Uncapped paid time off for exempt employees
• 14 paid holidays per year

About the Company

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI-first solutions.