CX Manager

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. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us. Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation! The CX Manager plays a critical dual role as both a trusted advisor and technical consultant to Talkdesk's most valuable customers. This individual will drive product adoption, optimize customer ROI, and ensure long-term customer health through outcome-based enablement, technical guidance, and change management support. The 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. Key Responsibilities Technical Enablement Product Adoption Serve as the primary technical point of contact for assigned accounts. Support onboarding, product training, and enablement to ensure seamless deployment and product usage. Translate business needs into technical solutions; drive use case road map and guide feature utilization. Demonstrate product features and capabilities within the platform Partner with customer to strategize on adoption and innovation roadmap Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements. Understand and disseminate technical best practices to customers Customer Success Strategic Alignment Build and maintain strong relationships with key executive and operational stakeholders. Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals. Drive customer health and retention by identifying risks and delivering proactive success plans. Partner with customers to develop change management strategies for successful adoption. Manage customer risks and escalations Data-Driven Value Realization Analyze product usage data and customer insights to identify opportunities for greater impact. Develop and share case studies highlighting customer success and measurable outcomes. Cross-Functional Collaboration Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience. Provide feedback to product and engineering teams based on customer input and usage patterns. Support renewal and expansion efforts by aligning product value with customer goals. Requirements 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment. Preferred experience in financial services, healthcare/lifesciences, retail and consumer products Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred Experience i ... (truncated, view full listing at source)