Senior CX Manager - FSI
New
T
TalkdeskCustomer experience software
Remote - United StatesFull-TimeManager
SalaryPay Range (Base Pay): $77,500 - $147,000. 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.
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Job Details
- Experience
- 7–10+ years
- Required Skills
- Project ManagementAgileSalesforceRESTful APIsCustomer Success
Requirements
- Have 7–10+ years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management.
- Have experience in a SaaS, CCaaS, or CPaaS environment.
- Demonstrate a track record of managing and delivering complex technical initiatives for enterprise customers.
- Bring technical acumen, including experience with APIs, CRM systems such as Salesforce, and cloud-based enterprise platforms.
- Have experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
- Have experience with agile and/or waterfall implementation methodologies.
- Be able to align technical solutions with strategic business outcomes and ROI.
- Communicate with and influence senior stakeholders.
- Bring analytical and problem-solving skills and comfort working in ambiguous environments.
- Be willing to travel up to 25–30%.
- Preferred: experience in financial services, healthcare/life sciences, retail, or consumer products.
- Preferred: PMP or equivalent certification and experience with contact center technology or customer experience platforms.
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 roadmaps with customer project managers and internal teams.
- Translate customer business and operational needs into technical architectures and implementation plans.
- Drive use case strategy, feature adoption, and innovation roadmaps aligned with customer goals.
- Own technical initiative management, including issue tracking, prioritization, and customer communication.
- Identify delivery risks, develop mitigation strategies, and coordinate resolution of complex issues.
- Analyze product usage and operational data to identify optimization and expansion opportunities.
- Partner with customers on change management and support renewals and expansion by demonstrating technical value.
- Coordinate with Professional Services, Product, Support, Engineering, Sales, and Customer Success on customer outcomes.
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