Senior CX Manager

<div class="content-intro"><p>At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.</p> <p>We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.</p> <p>At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.</p> <ul> <li>Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.</li> <li>Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.</li> <li>Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.</li> <li>Talkdesker: YOU!</li> </ul></div><p>The <strong>Senior CX Manager </strong>plays a critical role as a <strong>senior technical advisor and strategic partner</strong> to Talkdesk’s <strong>largest and most complex customers</strong>. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.</p> <p>The Senior CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers.  This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.</p> <p> </p> <h2><strong>Key Responsibilities</strong></h2> <h3><strong>Enterprise Technical Enablement & Delivery Leadership</strong></h3> <ul> <li>Serve as the <strong>primary senior technical point of contact</strong> for enterprise and strategic accounts.</li> <li>Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.</li> <li>Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.</li> <li>Translate customer business and operational needs into scalable technical architectures and implementation plans.</li> <li>Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.</li> <li>Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.</li> <li>Establish and disseminate technical best practices across custo ... (truncated, view full listing at source)