CX Manager - Health & Life Sciences
The CX Manager - Health & Life Sciences at Talkdesk is a pivotal role that combines technical expertise with strategic customer relationship management. This position focuses on driving product adoption, optimizing customer return on investment (ROI), and ensuring long-term customer success through tailored enablement, technical guidance, and change management support. Serving as the primary liaison between customer stakeholders and Talkdesk's internal teams, the CX Manager ensures alignment on key business objectives and facilitates effective product utilization.
In this role, the CX Manager is responsible for supporting onboarding processes, delivering product training, and enabling seamless deployment and usage of Talkdesk's solutions. They translate business requirements into technical solutions, guide feature utilization, and collaborate with customers to strategize on adoption and innovation roadmaps. Additionally, the CX Manager partners with internal teams, including Professional Services, Product, Support, and Engineering, to address issues and implement enhancements, while disseminating technical best practices to customers.
Candidates should have over five years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting within a SaaS or CCaaS/CPaaS environment. Preferred experience includes backgrounds in financial services, healthcare, life sciences, retail, and consumer products. A strong technical acumen is essential, with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software. Proficiency in software deployments and implementation methodologies such as agile and waterfall is also important. The role requires the ability to engage with C-level executives, translate technical concepts to non-technical audiences, and utilize data analytics to drive adoption and mitigate churn.
Compensation for this role includes a base salary ranging from $102,500 to $153,500 annually, with additional incentives such as equity, bonuses, or commissions based on role and level. Benefits encompass medical, dental, vision, life, and disability insurance, an Employee Assistance Program (EAP), a 401(k) plan, uncapped paid time off (subject to manager approval and business needs), 14 paid holidays each year, and paid sick leave.
Talkdesk is a pioneering company in Customer Experience Automation (CXA), redefining how brands interact with customers through AI. The company fosters an inclusive culture where diverse perspectives drive success, and employees are empowered to make meaningful impacts. With recognition as a leader in the Gartner Magic Quadrant for Contact Center as a Service and multiple AI Breakthrough awards, Talkdesk offers a dynamic environment for professionals seeking to shape the future of customer experience automation.