Vice President, Customer Experience

Responsibilities

• Build, lead, and scale a high-performing, multi-layered CX leadership team across North America
• Drive the evolution to a unified CXM model, integrating business and technical skill sets
• Lead the adoption and expansion of Talkdesk AI solutions across the customer base
• Partner with customers to define and execute AI strategies, including automation and conversational AI
• Serve as the executive bridge between customer technical teams and internal Product & Engineering
• Own North America retention and expansion targets (NRR and GRR) across strategic accounts
• Develop scalable playbooks that integrate AI adoption into onboarding and lifecycle management

Requirements

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS
• Strong technical foundation in Product, Engineering, or Solution Architecture
• Demonstrated experience driving AI/automation adoption for enterprise customers
• Proven track record leading multi-tiered teams in high-growth environments
• Deep expertise in cloud architecture, APIs, and enterprise integrations
• Experience supporting industries such as Financial Services, Healthcare, or Retail
• Bachelor’s degree required; MBA preferred

Benefits

• Medical, Dental, Vision, Life and Disability Insurance
• Employee Assistance Program (EAP)
• 401(k) plan
• Uncapped paid time off for exempt employees
• 14 paid holidays per year

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).