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Strategic Customer Success Manager - Financial Services

San Francisco

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

The Customer Success Manager plays a critical dual role as both a trusted advisor and enablement specialist for 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 CSM serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams, ensuring alignment on key business objectives and successful product utilization.  In this role, you will be trained on our platform, enabling you to provide in-depth technical guidance and support to your customers. This is a unique role for a motivated professional who is passionate about both building strong customer relationships and providing expert technical advice.

 

Key Responsibilities:

Customer Success & Strategic Alignment

  • Collaborate with Talkdesk’s most valued customers to understand their needs and support their success.
  • 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

Technical Enablement & Product Adoption

  • Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
  • Translate business needs into technical solutions; drive the use case roadmap 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 

Data-Driven Value Realization

  • Leverage internal reporting to analyze product usage data and customer insights to identify opportunities for greater impact.
  • Create and present business cases that quantify ROI and operational improvements using Talkdesk.
  • 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 Financial or SaaS environment
  • Experience working with top financial companies, banks, or credit unions 
  • Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
  • Understanding and exposure to 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 

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.

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