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Technical Program Manager, CRM

Palo Alto

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!

Please note, this position is based out of our Palo Alto, CA office. It is hybrid schedule, with 2-3 days in the office per week. 

This is a unique and exciting time at Talkdesk to join the CIO organization as Technical Program Manager - CRM. We are enabling the success of Talkdesk's internal operations through the development of our business systems. As a Technical Program Manager- CRM, you will lead transformational projects involving CRM and ERP Systems such as Salesforce CPQ, Zuora, NetSuite, and Integration technologies. 

Reporting to the Director of IT PMO you will be a valued collaborator and leader as we continue to refine the Program Management function and agile development practice across the Enterprise Applications team. The Technical Program Manager - CRM will facilitate the agile framework and ensure the team is rallying towards the sprint or project goal, focused on customer value. You will surface empirical data to guide the team’s decision-making and commitments. Technical Program Managers will raise issues, remove roadblocks, and actively seek opportunities to serve and enable both the development team and their business partners.

Our customers are our fellow Talkdesk employees and we are focused on providing them with exceptional service. You will partner with them to align on priorities, plans, and delivery expectations. The Technical Program Management team will ensure that Talkdesk has a consolidated product roadmap and a strategy for fulfilling business demands today and in the future.

Duties and Responsibilities

  • Lead cross-functional teams to deliver valuable outcomes through the management of key Salesforce projects and initiatives from beginning to end
  • Partner with business leaders globally to translate their business priorities into technical solutions, drive simplification and alignment across CRM stakeholders
  • Assist in driving conversations based on value streams, and process management including Quote-to-Cash and Lead-to-Opportunity
  • Understand product strategy and key business objectives; ensure the team has a shared purpose, shared understanding, and a sense of urgency to deliver against these objectives
  • Develop roadmaps and adaptive plans to continually identify critical path, dependencies, risks, and unknowns; ensure progress is transparent and visible to leadership
  • Actively drive the development life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support
  • Support the team in agile estimation and forecasting; track progress towards deliverables using empirical data while helping the team inspect and adapt to deliver high quality, well-tested solutions that meet/exceed the project timelines and objectives
  • Actively identify areas of improvement; apply systems thinking and lean principles to streamline efficiency and value delivery
  • Surface information that will allow the teams to make good strategic decisions and tradeoffs
  • Promote a trusting and safe environment where problems can be raised without fear and team members engage in healthy debate and collaborative problem solving

Preferred Background

  • Bachelor's Degree in Business Management, Computer Science, or related field
  • 5+ years of Project Management experience in a SaaS or technology organization
  • 3+ years of experience on cross functional IT initiatives supporting Salesforce (Experience Cloud, Service Cloud, or other Salesforce solutions)
  • Agile, Scrum, and/or Project Management certifications; or you can demonstrate knowledge of core competencies of both agile methodologies and traditional project management practices 
  • Proven track record as a Technical Program Manager with experience in business systems
  • Experience in pre-IPO companies and understanding of the controls and processes that must be in place to support compliance initiatives such as SOX

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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