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Senior Manager, Customer Success

Chicago

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!

Responsibilities:

  • Lead the vision and design of our Customer Success program
  • Manage, coach, and mentor a team of talented and ambitious CSMs
  • Engage deeply with our customers; attending QBRs, facilitating thought leadership, and establishing close relationships with executives
  • Oversee the strategy and planning for the entire customer lifecycle
  • Deliver best-in-class customer retention and growth metrics
  • Work closely with Sales and Marketing on customer advocacy programs
  • Use a data-driven approach to building budget and growth plans
  • Translate business objectives into an execution strategy and successfully execute on the strategy
  • Collaborate with the product and engineering teams to champion the needs of our customers; plan and prioritize features and feature requests
  • Develop deep and ongoing technical understanding of the Talkdesk product and the competitive space, with the ability to speak about everything from Talkdesk architecture to platform
  • Continue to recruit, train and develop our world-class CSMs
  • Serve as Executive Sponsor of select customer relationships


Requirements:

  • 5+ years in a customer-facing leadership role
  • 8+ years in customer success, customer service, or sales roles
  • Experience working for a B2B SaaS company that has scaled successfully through rapid growth
  • Excellent people management skills; high empathy and consideration for team morale and individual career progression
  • Experience building and scaling world-class teams; experience hiring, onboarding and training
  • Understand the development and implementation of large-scale, complex applications
  • Experience working for a company that provides a ‘mission critical’ product
  • Experience in roles requiring heavy analytics and excel work
  • Master’s degree is preferred
  • Experience with Salesforce Service Cloud and Zendesk is preferred



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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