Senior Technical Account Manager

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!

The Technical Account Manager (TAM) plays a critical dual role as both a trusted advisor and technical consultant to Talkdesk's most valuable customers. This individual will drive product adoption, optimize customer ROI, and ensure long-term customer health through outcome-based enablement, technical guidance, and change management support. The TAM 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:

Technical Enablement & Product Adoption

• Serve as the primary technical point of contact for assigned accounts.
• Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
• Translate business needs into technical solutions; drive use case road map and guide feature utilization.
• Demonstrate product features and capabilities within the platform
• Partner with customer to strategize on adoption and innovation roadmap  
• Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
• Understand and disseminate technical best practices to customers 

Customer Success & Strategic Alignment

• Build and maintain strong relationships with key executive and operational stakeholders.
  Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
• Drive customer health and retention by identifying risks and delivering proactive success plans.
• Partner with customers to develop change management strategies for successful adoption.
• Manage customer risks and escalations

Data-Driven Value Realization

• Analyze product usage data and customer insights to identify opportunities for greater impact.
• Create and present business cases that quantify ROI and operational improvements using Talkdesk.
• Develop and share case studies highlighting customer success and measurable outcomes.

Cross-Functional Collaboration

• Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
• Provide feedback to product and engineering teams based on customer input and usage patterns.
• Support renewal and expansion efforts by aligning product value with customer goals.

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 financial services, healthcare/lifesciences, retail and consumer products 
• Strong technical acumen with e