Senior CX Manager

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.