Senior Customer Marketing Manager

At Talkdesk, we are courageous innovators focused on helping organizations around the world create better customer experiences. Our AI-powered cloud contact center solutions optimize our customers’ most critical customer service processes. We are recognized as a Contact Center as a Service (CCaaS) leader by influential research organizations including Gartner. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 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.

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.

Responsibilities:

• Engage with customers to capture stories that illustrate their success and the power of Talkdesk’s solutions - video testimonials, speaking opportunities, case studies, etc.
• Collaborate with sales and marketing counterparts on impactful marketing materials that illustrate customer success to nurture confidence in prospects that progresses pipeline and wins more deals
• Align with the Customer Success organization on referenceability of customers 
• Support annual customer awards program Talkdesk CX Innovators  - includes working closely with customer and helping to write their submissions 
• Support other third party award submissions. 
• Help to build out the Talkdesk customer journey - end to end - working closely with sales, customer success, professional services, etc. 
• Help support and manage the global customer reference target list in alignment with Talkdesk strategic priorities
• Understand the Talkdesk offering, and customer base, inside and out
• Understand the CCaaS landscape, most specifically our competitors
• While the main focus is on customer stories and referencing, we are a tight knit team and this opportunity will allow the right candidate to lean into all things customer marketing.  

 

Requirements:

• 6+ years of customer advocacy program experience, reporting into the Director of  Customer Marketing 
• Experience creating, writing and project managing customer content (case studies, customer slides, videos)
• Familiar with Salesforce, Pendo, Sendoso, and customer advocacy software platforms (e.g ReferenceEdge, Base.ai, Slapfive, Upshot)
• Analytical and reporting proficiency using Excel/Google sheets to support data driven decision making
• Superior project timeline development and management skills
• Seasoned at managing multiple complex projects simultaneously
• Ability to work in a fast-paced environment
• Excellent problem solver
• Able to maintain excellent written and verbal communication with all parties
• High energy and go getter attitude; comfortable working with ambiguity; ability to move and pivot quickly
• Industry knowledge of contact centers, customer experience, CRM, and SaaS a plus
• Bachelor’s Degree or equivalent experience

 

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.