Talkdesk is hiring a

Strategic Customer Success Manager

Remote

At Talkdesk, we are disruptive risk takers; we don't follow a traditional way of doing things, and we will do whatever it takes to build a product that improves customer experiences and exceeds customer expectations. From humble beginnings - born from a hackathon in 2011 - to becoming one of the fastest-growing and most well-respected companies in the world, Talkdesk is revolutionizing the contact center industry. With more than $143 million in funding and 1,800+ customers, we are a bold, ambitious hyper-growth company on a journey unlike any other. If you're a self-starter and hungry to learn, apply now and enjoy the ride.

Responsibilities:

  • Work with Talkdesk’s top strategic customers to understand their needs and help them succeed
  • Help customers implement their cloud-based call center to achieve strategic business goals and objectives
  • Ensure that our customers get the most out of their investment in Talkdesk
  • Develop case studies outlining KPIs and metrics related to Talkdesk’s ROI
  • Understand why customers use Talkdesk and how they can derive more value from the product
  • Find opportunities for customers to increase their usage of Talkdesk
  • Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps
  • Provide feedback to the product team concerning customers’ requests for product enhancements

Requirements:

  • 5+ years of experience in Customer Success or similar role in a SaaS business
  • Experience working with Fortune 500 companies
  • Proven ability to understand progressive technology
  • A true consulting approach and ability to communicate technical concepts to people of all backgrounds
  • Demonstrated experience in building compelling business cases backed by data to introduce new processes
  • Engaging personality, polished verbal and written communication skills and meticulous attention to detail
  • Exceptional ability to develop relationships
  • Experience in mitigating churn, driving renewals and other revenue producing programs
  • Experience in interpreting data analytics and deriving insights that drive customer value
  • Highly organized self-starter who runs towards opportunities
  • Ability to work cross-functionally in a fast-paced startup environment
  • Strong business acumen
  • MBA is appreciated

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.