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 roadmap in partnership with stakeholders
• Translate customer 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

• 7–10+ years of experience in Technical Account Management, Professional Services, or Customer Success in SaaS, CCaaS, or CPaaS
• Fluency in English and Spanish (written and spoken)
• Proven track record managing complex technical initiatives for enterprise customers
• Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and cloud platforms
• Experience with agile or waterfall implementation methodologies
• Executive-level communication skills with the ability to influence senior stakeholders
• Willingness to travel up to 25–30%

Preferred Qualifications

• Experience in financial services, healthcare/lifesciences, or retail sectors
• PMP or equivalent certification
• Experience with contact center technology or customer experience 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. Recognized as a Leader in the Gartner® Magic Quadrant™ for CCaaS, Talkdesk builds AI-first solutions that put empathy, trust, and transparency at the center of every interaction.