Description
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 in software deployments and implementation methodologies such as agile and waterfall
- Proven ability to align technology solutions to strategic business outcomes.
- Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
- Experience with customer journey mapping, stakeholder management, and success planning.
- Skilled in interpreting analytics to drive adoption and mitigate churn.
- Excellent written and verbal communication skills, with a consulting mindset.
- Willingness to travel up to 20%.
- Experience with contact center technology or customer experience platforms
- Motivated to complete ongoing enablement pertaining to product innovation and new offerings
Pay Range (Base Pay): $77,500 - $147,000
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
Retirement Benefits: 401(k) plan
Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
Paid Holidays: Talkdesk offers 14 paid holidays each year.
Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
Method of Application: Apply online.
Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 01/16/2026.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
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!
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
Similar jobs
Est. 112,250 USD
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…
Est. 112,250 USD
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…
Est. 342,500 USD
The Vice President, Customer Experience Manager is a strategic, high-impact leader responsible for defining and scaling a unified customer experience model across the globe.This role leads a consolidated team of Customer…
Est. 62,285 USD
The Technical Support Engineer - Platform Support serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting imme…
Est. 270,000 USD
Responsibilities: Meet and exceed quarterly and annual revenue/quota through the management and execution of the Talkdesk sales process Develop a comprehensive sales strategy and a sales plan that ensures consistent achi…
Est. 260,000 USD
Responsibilities: Responsible for new business development within large enterprise accounts and closing of opportunities within the Finance industry Foster and expand the company’s relationship with business units, divis…
Est. 170,000 USD
As a Senior Solution Architect, you will be responsible for designing and implementing complex software solutions that meet the needs of the organization and its customers. You will work closely with cross-functional tea…
Est. 270,000 USD
Responsibilities: Meet and exceed quarterly and annual revenue/quota through the management and execution of the Talkdesk sales process Develop a comprehensive sales strategy and a sales plan that ensures consistent achi…
Est. 196,000 USD
The Healthcare Senior Solutions Engineer is a strategic expert who understands the specific needs of healthcare organizations and provides business-driven consulting to both prospective and existing customers. SEs offer…
Est. 190,000 USD
The Commercial Account Executive role focuses exclusively on formulating and building a sales strategy within an assigned territory, resulting in revenue growth and new customer acquisition. You will report into a Sales…
Est. 116,500 USD
The Pricing Strategy Associate Manager will serve as a strategic pricing partner to Product Managers across the company’s AI and Contact Center software portfolio. Reporting to the Pricing Director, this role brings deep…
Est. 252,500 USD
The Principal Forward Deployed Engineer (FDE) is a technical leader responsible for shaping how Talkdesk’s most strategic global enterprise customers deploy and scale our Agentic AI platform. Sitting at the intersection…
Est. 230,000 USD
The Forward Deployed Engineer, Staff (FDE) is a high impact technical leader responsible for translating the immense power of Talkdesk's Agentic AI platform into transformative, production grade solutions for our strateg…
Est. 164,000 USD
As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services (PS) organization, you will provide a white-glove experience and drive the implementation of cutting-edge CXA and CCaaS solutions for healthc…
Est. 164,000 USD
As a Senior Solutions Consultant - HLS within Talkdesk's Professional Services (PS) organization, you will provide a white-glove experience and drive the implementation of cutting-edge CXA and CCaaS solutions for healthc…
Est. 194,000 USD
We are seeking an innovative, customer-focused leader to drive the AI Platform product area at Talkdesk. As the Principal Product Manager, you will be at the helm of shaping a platform that powers AI-driven solutions for…
Est. 313,000 USD
As the Senior Director, Head of Americas Solution Engineering, you will be the strategic technical partner driving net-new logos and ARR expansion across North America (NA) and Latin America (LATAM). Working in lockstep…
Est. 202,500 USD
The Senior Forward Deployed Engineer, FSI (FDE) is a high impact technical leader responsible for translating the immense power of Talkdesk's Agentic AI platform into transformative, production grade solutions for our st…
Est. 215,000 USD
We are hiring a Forward Deployed AI Product Manager (FDPM) to be the connective tissue between our clients and our engineering teams. This is not a traditional PM role. You will live at the intersection of product strate…
Est. 60,000 EUR
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…
Est. 230,000 USD
We are hiring a Forward Deployed AI Product Manager (FDPM) to be the connective tissue between our clients and our engineering teams. This is not a traditional PM role. You will live at the intersection of product strate…
Est. 195,000 USD
Talkdesk is seeking a strategic and analytically rigorous Director of FP&A to support the General & Administrative function. In this high-impact role, you will serve as the primary finance business partner to G&a…
Join Our Talent Community! At Talkdesk, we believe that great talent is the key to our success. If you don’t see a current job opening that aligns with your skills and career aspirations, we encourage you to apply to our…
Est. 80,000 GBP
Conducts research to prepare for upcoming meetings with prospects to understand their business environment, market, customers, competitors and general business challenges. Carries out discovery conversations with custome…
Est. 45,000 EUR
Job Summary: At Talkdesk, our Engineering team follows a micro-service architecture approach to build the next generation of Talkdesk, with vertical teams responsible for all the decisions under their services. Through o…
Est. 55,000 EUR
Job Summary: At Talkdesk, our Engineering team follows a micro-service architecture approach to build the next generation of Talkdesk, with vertical teams responsible for all the decisions under their services. Through o…
Est. 60,000 EUR
Job Summary: At Talkdesk, our Engineering team follows a micro-service architecture approach to build the next generation of Talkdesk, with vertical teams responsible for all the decisions under their services. Through o…
Est. 60,000 EUR
Job Summary: At Talkdesk, our Engineering team follows a micro-service architecture approach to build the next generation of Talkdesk, with vertical teams responsible for all the decisions under their services. Through o…
Est. 60,000 EUR
We are seeking a highly skilled and customer-focused Partner Technical Architect to join our Partner Success team. In this critical role, you will serve as the technical backbone for our partners, providing expert guidan…
Est. 45,000 EUR
Talkdesk is seeking a detail-oriented and highly organized Incident & Platform Operations Commander to support incident management, cross-functional engineering initiatives, and operational governance across our tech…