Senior CX Manager

Responsibilities

• Serve as the primary senior technical point of contact for enterprise and strategic accounts
• Lead complex onboarding, platform optimization, and advanced feature deployments
• Define solution scope, delivery approach, and technical roadmaps in partnership with customers
• Translate business needs into scalable technical architectures and implementation plans
• Build and maintain trusted relationships with senior executive and operational stakeholders
• Own end-to-end management of technical initiatives, including issue tracking and prioritization
• Analyze product usage and operational data to identify optimization and expansion opportunities
• Partner with Professional Services, Product, Support, and Engineering to deliver cohesive outcomes

Requirements

• Fluency in German (minimum C1 or native proficiency) is mandatory
• 5+ years of experience in Technical Account Management, Professional Services, Customer Success, or IT Project Management in SaaS, CCaaS, or CPaaS
• Strong professional English communication skills
• Proven track record managing complex technical initiatives for enterprise customers
• Technical acumen with APIs, CRM systems (e.g., Salesforce), and cloud-based platforms
• Experience with agile or waterfall implementation methodologies
• Ability to align technical solutions to strategic business outcomes and ROI
• Willingness to travel up to 25–30%

Preferred Qualifications

• Experience working in German-speaking enterprise environments
• Experience in financial services, healthcare/lifesciences, or retail sectors
• PMP or equivalent certification
• Experience with contact center technology or CX platforms

About the Company

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. Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS).