Senior CX Manager – FSI

Talkdesk

. Serve as the primary senior technical point of contact for enterprise and strategic accounts .

Posted 10/30/2026full-timeRemote • United StatesSenior💰 $77,500 - $147,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Account Management and Customer Success, with a strong focus on aligning technical solutions to strategic business outcomes. Proven ability to manage complex technical initiatives and foster relationships with senior stakeholders in SaaS environments.

Highest-signal resume keywords

Technical Account ManagementAPIsCRM SystemsPMP CertificationAgile Implementation Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AcumenComplex Initiative ManagementDelivery PlanningMulti-Workstream CoordinationAnalytical SkillsProblem-Solving SkillsFeature Adoption StrategyChange Management StrategiesOptimization AnalysisCustomer Insights Analysis

Soft Skills

Executive-Level CommunicationInfluencing SkillsConsulting MindsetAttention to DetailRelationship Building

Tools & Technologies

SalesforceCloud-Based PlatformsContact Center TechnologyCustomer Experience Platforms

Certifications & Qualifications

PMP Certification

Industry Keywords

SaaSCCaaSCPaaSFinancial ServicesHealthcareRetailConsumer Products

Tech Stack

Tools & technologies

CloudPMP

About the role

Key responsibilities & impact

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 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
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 end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication
Identify delivery risks, develop mitigation strategies, and remove roadblocks
Act as a senior escalation point for complex technical and delivery issues
Partner with customers on structured change management strategies
Analyze product usage, operational data, and customer insights to identify optimization and expansion opportunities
Support renewals and expansion efforts by aligning technical value to customer business outcomes
Develop customer success stories and case studies
Partner with Professional Services, Product, Support, Engineering, Sales, and Customer Success
Communicate customer feedback regarding product gaps, bugs, and roadmap considerations
Participate in the sales cycle to gather technical requirements, shape solution approaches, and support proposals or SOWs
Contribute to scalable delivery processes, playbooks, and best practices across the CX organization

Requirements

What you’ll need

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/life sciences, 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

Benefits

Comp & perks

Equity through long-term incentives may be offered based on level and role
Bonus or commission through short-term incentives may be offered based on level and role
Medical, Dental, Vision, Life and Disability Insurance
Employee Assistance Program (EAP)
401(k) plan
Uncapped paid time off program for exempt employees
Accrual-based paid time off program for non-exempt employees
14 paid holidays each year
Exempt employees have uncapped paid time off; non-exempt sick leave follows accrual standards