Senior CX Manager - FSI

The role

The Senior CX Manager acts as a senior technical advisor and strategic partner to Talkdesk's largest customers. This role drives business outcomes through product adoption, technical initiatives, and strategic enablement.

What you will do

• Serve as the primary senior technical point of contact for enterprise and strategic accounts.
• Lead complex onboarding, platform optimization, and advanced feature deployments.
• Define solution scope, delivery approach, and technical roadmap.
• Translate customer business and operational needs into technical architectures and implementation plans.
• Drive use case strategy, feature adoption, and innovation roadmaps.
• Conduct advanced demos and enablement sessions.
• Establish and disseminate technical best practices.
• Build and maintain relationships with senior executive and operational stakeholders.
• Support executive business reviews focused on ROI, KPIs, and strategic alignment.
• Own end-to-end management of technical initiatives including issue tracking and prioritization.

Required qualifications

• 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.
• 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.
• Ability to align technical solutions to strategic business outcomes and ROI.
• Executive-level communication skills.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Willingness to travel up to 25–30%.

Nice to have

• Experience in financial services, healthcare/life sciences, retail and consumer products.
• PMP or equivalent certification.
• Experience with contact center technology or customer experience platforms.

Benefits

• Medical, Dental, Vision, Life and Disability Insurance
• Employee Assistance Program (EAP)
• 401(k) plan
• Uncapped paid time off for exempt employees
• Accrual-based paid time off for non-exempt employees
• 14 paid holidays each year
• Uncapped paid sick leave for exempt employees
• Accrual-based paid sick leave for non-exempt employees

About the company

Talkdesk is pioneering a new era of Customer Experience Automation (CXA) through AI. The company is a global leader in Contact Center as a Service (CCaaS).