Back to jobs

Senior CX Manager

Charlotte

The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.

The Senior CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers.  This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.

Key Responsibilities

Enterprise Technical Enablement & Delivery Leadership

  • 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 roadmap in partnership with customer project managers and internal teams.
  • Translate customer business and operational needs into scalable technical architectures and implementation plans.
  • Drive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.
  • Conduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.
  • Establish and disseminate technical best practices across customers and internal teams.

Customer Success, Program Ownership & Risk Management

  • Build and maintain trusted relationships with senior executive and operational stakeholders.
  • Support  executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.
  • Own the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.
  • Proactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.
  • Act as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.
  • Partner with customers on structured change management strategies to ensure sustained adoption and value realization.

Data-Driven Value Realization & Commercial Impact

  • Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.
  • Support renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.
  • Develop customer success stories and case studies highlighting measurable results and enterprise-scale impact.

Cross-Functional Leadership & Professional Services Alignment

  • Partner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.
  • Summarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.
  • Influence internal prioritization by providing structured, data-backed insights from enterprise customers.
  • Participate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.
  • Contribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization.

Requirements

  • 7–10+ years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management within a SaaS, CCaaS, or CPaaS environment.
  • Preferred experience in financial services, healthcare/lifesciences, retail and consumer products.
  • Proven track record of managing and delivering complex technical initiatives for enterprise customers.
  • Strong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.
  • Demonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.
  • Experience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.
  • Ability to align technical solutions to strategic business outcomes and ROI.
  • Executive-level communication skills with the ability to influence and advise senior stakeholders.
  • Strong analytical and problem-solving skills, with comfort operating in ambiguous environments.
  • Excellent written and verbal communication skills with a consulting mindset and high attention to detail.
  • Experience with contact center technology or customer experience platforms strongly preferred.
  • Willingness to travel up to 25–30%.
  • Commitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.

Pay Range (Base Pay): $77,500 - $147,000

Other Types of Pay: 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. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 04/21/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

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.

Create a Job Alert

Interested in building your career at Talkdesk? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Answering "Yes" does not automatically disqualify your candidacy.

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Talkdesk’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

At Talkdesk, we are an AI-first organization. We use artificial intelligence (AI) tools to support fair and consistent evaluation of candidates. These tools may assist our team in reviewing applications, analyzing interview content, and assessing role-related skills. All hiring decisions are always made by people. 


Where AI tools involve recording or analysis of interview content, you will be informed in advance. You may opt out of AI-assisted steps or recorded interviews at any time without impact to your candidacy.

Learn more