Senior CX Manager

The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk's largest and most complex customers. 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.

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.

Key Responsibilities

Enterprise Technical Enablement & Delivery Leadership

* Serve as the primary senior technical point of contact for enterprise and strategic accounts.

* Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.

* Define solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.

* Translate customer business and operational needs into scalable technical architectures and implementation plans.

* Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.

* Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.

* Establish and disseminate technical best practices across customers and internal teams.

Customer Success, Program Ownership & Risk Management

* Build and maintain trusted relationships with senior executive and operational stakeholders.

* Support executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.

* Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.

* Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.

* Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.

* Partner with customers on structured change management strategies to ensure sustained adoption and value realization.

Data-Driven Value Realization & Commercial Impact

* Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.

* Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.

* Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.

Cross-Functional Leadership & Professional Services Alignment

* Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.

* Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.

* Influence internal prioritization by providing structured, data-backed insights from enterprise customers.

* Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.

* Contribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization.

Requirements

* 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 in financial services, healthcare/life sciences, retail and consumer products.

* Proven track record of managing and delivering complex technical initiatives for enterprise customers.

* Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.

* Demonstrated experience defining scope, managing…