Software, SaaS, Contact Center as a Service (CCaaS), Artificial Intelligence, Customer Service

CX Manager - HLS

RemoteRemoteFull TimeManager / Head$102,500–$153,500 /yrPosted 16 days ago

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Required skills

technical advisor
strategic partner
enterprise
strategic enablement
change management
customer relationship management
technical challenges
customer relationships
technical initiatives
platform optimization

Nice to have

healthcare
life sciences
biotech
laboratory
pharma
APIs

Role summary

Talkdesk is seeking a CX Manager to serve as a technical advisor and strategic partner to its largest customers in the Healthcare and Life Sciences (HLS) sector. This role focuses on driving measurable business outcomes through advanced product adoption, leading complex technical initiatives, and ensuring long-term customer success via strategic enablement and change management. The CX Manager will act as a bridge between customer stakeholders and internal teams, managing customer relationships and technical guidance. Responsibilities include leading enterprise technical enablement, platform optimization, defining technical roadmaps, and translating business needs into technical solutions. The role also involves customer success, program ownership, risk management, data-driven value realization, and cross-functional leadership. A minimum of 5 years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting within a SaaS, CCaaS, or CPaaS environment is required, with preferred experience in HLS. Strong technical acumen with APIs and CRM systems, experience with agile/waterfall methodologies, and the ability to align technology with business outcomes are essential. The role requires comfort engaging C-level executives and excellent communication skills.

The CX Manager plays a critical role as a 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 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

5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.

Preferred experience in healthcare, life sciences, biotech, laboratory, and/or pharma.

Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred

Experience in software deployments and implementation methodologies such as agile and waterfall

Proven ability to align technology solutions to strategic business outcomes.

Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.

Experience with customer journey mapping, stakeholder management, and success planning.

Skilled in interpreting analytics to drive adoption and mitigate churn.

Excellent written and verbal communication skills, with a consulting mindset.

Willingness to travel up to 20%.

Experience with contact center technology or customer experience platforms

Motivated to complete ongoing enablement pertaining to product innovation and new offerings

Pay Range (OTE): $102,500 - $153,500

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 10 days from the posting date. The application was posted on 10/21/2026.

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.

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