Strategic Customer Success Manager

Overview

Talkdesk is looking for an experienced Customer Success Manager to manage 8-10 of our largest accounts. In this role you will manage the relationship with the customer post-implementation through their entire relationship with Talkdesk. Responsibilities include partnering with the sales team on upsells, cross-sells, and renewals, acting as a trusted advisor, and using your knowledge and data to drive customer value.At Talkdesk, we are courageous innovators focused on redefining the customer experience and fostering an inclusive, diverse culture. We are committed to volunteerism, non-profit support, and reducing our global footprint. Talkdesk is recognized as a cloud contact center leader by Gartner, Forrester, and others, with significant funding and growth. We embrace FAST—Focus + Accountability + Speed—as core operating principles that guide our work.Responsibilities

Work with Talkdesk’s customers to understand their needs and help them succeedAssist in onboarding and ongoing support while nurturing long-term partnershipsHelp customers implement their cloud-based call center to achieve strategic business goalsEnsure customers get the most out of their Talkdesk investmentDevelop case studies outlining KPIs and ROI related to TalkdeskUnderstand why customers use Talkdesk and how they can derive more value from Talkdesk products and servicesIdentify opportunities for customers to increase their Talkdesk usageDiscover and analyze gaps in the customer experience that may lead to attrition; work cross-functionally to address themProvide feedback to the product team regarding customers’ requests for enhancementsRequirements

Professional working proficiency in English and French (other languages a plus)5+ years of experience in Customer Success, Account Management, or similar roles in a SaaS businessProven ability to understand progressive technologyTechnical aptitude to quickly learn and work hands-on with Talkdesk productsConsultative approach with the ability to communicate technical concepts to diverse audiencesExperience building data-backed business cases to introduce new processesStrong relationship-building, communication, and attention to detailExperience mitigating churn, driving renewals, and other revenue-generating programsExperience interpreting data analytics to drive customer valueHighly organized self-starter who pursues opportunitiesAbility to work cross-functionally in a fast-paced startup environmentStrong business acumen; MBA appreciatedWork Environment and Physical Requirements

Primarily office-environment work with extended periods of sitting or computer-based work. Limited lifting; equipment usage limited to standard computer-related equipment.The Talkdesk story hinges on empathy and inclusion. Talkdesk seeks to empower a new kind of customer hero through innovative software, built on a culture of inclusivity and acceptance. We hire, promote, and work with all persons regardless of ethnicity, religion, gender, gender identity, sexual orientation, age, disability, or any other legally protected ..... full job details .....