CX Manager - Health & Life Sciences
New
T
TalkdeskSaaS CCaaS
Remote - United StatesFull-TimeManager
Salary102,500 - 153,500 USD per year OTE
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Job Details
- Experience
- 5+ years
- Required Skills
- AgileSalesforceRESTful APIsCRMData analyticsCustomer SuccessSaaS
Requirements
- 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
- Strong technical acumen with experience in APIs, CRM systems, and modern enterprise software.
- 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.
- Experience with contact center technology or customer experience platforms.
- Willingness to travel up to 20%.
Responsibilities
- 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.
- Partner with customer to strategize on adoption and innovation roadmap.
- 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.
- Manage customer risks and escalations.
- Analyze product usage data and customer insights to identify opportunities for greater impact.
- Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
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