Senior CX Manager - FSI
The Senior CX Manager at Talkdesk serves as a senior technical advisor and strategic partner to the company's largest and most complex customers. This role is pivotal in driving advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement and change management. Operating remotely within the United States, the position requires a proactive professional adept at solving intricate technical challenges while fostering strong, lasting customer relationships.
Key responsibilities include leading complex onboarding processes, optimizing platforms, and deploying advanced features across multi-product environments. The Senior CX Manager defines solution scopes, delivery approaches, and technical roadmaps in collaboration with customer project managers and internal teams. Additionally, the role involves translating customer business and operational needs into scalable technical architectures, driving use case strategies, feature adoption, and innovation roadmaps aligned with customer goals and Talkdesk's product direction. Conducting advanced demos and enablement sessions to showcase feature enhancements and new capabilities is also a critical aspect of the role.
Candidates should possess 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 includes backgrounds in financial services, healthcare/life sciences, retail, and consumer products. A proven track record of managing and delivering complex technical initiatives for enterprise customers is essential. Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms, is required. Demonstrated experience in defining scope, managing delivery plans, and coordinating multi-workstream projects is also necessary.
The compensation for this role ranges from $78,000 to $147,000 annually, with additional incentives such as equity and short-term bonuses or commissions based on level and role. Benefits include medical, dental, vision, life, and disability insurance, as well as an Employee Assistance Program (EAP). Retirement benefits are provided through a 401(k) plan. Paid time off includes an uncapped program for exempt employees and an accrual-based program for non-exempt employees, both subject to manager approval and consistent with business needs. Additionally, Talkdesk offers 14 paid holidays each year and paid sick leave, with exempt employees having uncapped paid time off and non-exempt sick leave following accrual standards.
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. The company fosters an inclusive culture where diverse perspectives drive success, and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdesk empowers its employees to drive meaningful impact while giving back to the communities and environment around them. With recognition as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and multiple AI Breakthrough awards, Talkdesk offers a dynamic environment for professionals seeking to shape the future of customer experience automation.