Strategic Partner Account Director, Financial Services

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

Position Overview

As a Strategic Partner Account Director for Financial Services at Talkdesk, you will lead the growth and enablement of our partner ecosystem within banking, credit unions, insurance, wealth management, and fintech markets. You will cultivate strategic alliances that accelerate adoption of Talkdesk’s AI-powered, cloud-native CCaaS platform, enabling partners to deliver secure, compliant, and frictionless customer experiences.

Your role is to position Talkdesk (and our agentic AI capabilities) as the preferred solution for transforming contact centers, automating workflows, improving fraud detection and prevention, and enhancing customer satisfaction across the financial services lifecycle.

Key Responsibilities

Strategic Relationship & Ecosystem Leadership

• Develop and manage executive-level partner relationships across banks, credit unions, insurance carriers, and fintech solution providers.
• Act as a trusted advisor on CCaaS modernization, omnichannel experiences, and AI-driven automation strategies.
• Build long-term partner business plans that align Talkdesk capabilities to industry needs such as fraud prevention, claims processing, lending, and member services.

AI & CCaaS Business Development

• Grow adoption of Talkdesk AI solutions including agent assist, workflow automation, intelligent routing, generative knowledge bases, and predictive analytics.
• Enable partners to position Talkdesk around financial outcomes: reduced operational cost-to-serve, improved NPS, reduced fraud losses, and increased digital containment.
• Support vertical solution alignment with Talkdesk products (e.g., Banking Services Excellence, Insurance CX, Credit Union Playbooks).

Go-to-Market & Co-Sell Execution

• Define co-sell and co-market strategies tailored to financial compliance and buyer cycles.
• Orchestrate partner + Talkdesk collaboration for account-based engagements, channel pipeline growth, and Salesforce attribution.
• Support integration strategies with core banking, CRM, payment, insurance, and fintech platforms.

Cross-Functional Partnership Enablement

• Serve as the internal voice of the partner, collaborating across Product, Engineering, Security, Legal, Marketing, and Customer Success.
• Drive enablement programs ensuring partners can confidently sell, deploy, and support AI-powered CCaaS in regulated environments.
• Gather and communicate partner-led insights to inform vertical product enhancements.

Contracting & Negotiation

• Lead contractual discussions including reseller frameworks, referral agreements, revenue-sharing, and strategic investments.
• Ensure compliance with data privacy, resiliency, and financial regulatory considerations.

Performance & Reporting

• Define and track KPIs: partner-influenced revenue, pipeline growth, AI adoption rates, and customer satisfaction.
• Present insights and performance to Talkdesk leadership and partner executives.