Senior CX Manager

Talkdesk is pioneering a new era of Customer Experience Automation, redefining how the world’s most admired brands interact with their customers through AI. The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest customers, driving product adoption and ensuring long-term customer success through strategic enablement and change management.

Responsibilities:

• 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
• 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
• 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
• 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