About the role
At Talkdesk, the Customer Experience Manager supports major clients, especially in healthcare and life sciences, by acting as a technical consultant and strategic collaborator. This role focuses on driving effective use of products and managing complex technical projects. It serves as a liaison between client teams and internal departments to ensure business goals are met and product capabilities are fully leveraged, promoting sustained value and operational improvements.
Daily tasks involve guiding onboarding processes, optimizing platform use, and planning technical strategies. The manager leads demonstrations of new features and manages technical projects, addressing challenges and maintaining strong relationships with senior client leaders. They use data insights to find opportunities for growth and assist with contract renewals and expansions, working closely with teams across the company to ensure unified delivery.
Applicants should bring over five years of experience in customer-focused technical roles within SaaS or contact center industries, preferably with healthcare exposure. Essential skills include knowledge of APIs, CRM tools like Salesforce, and project methodologies such as agile and waterfall. Strong communication abilities and comfort engaging executive-level stakeholders are required. The position is remote within the USA and involves some travel, emphasizing analytical thinking and client-focused problem solving.