Talkdesk · 1 day ago
Senior Technical Account Manager
United States
Full-time
Remote
Mid, Senior Level
$89K/yr - $134K/yr
7+ years expTalkdesk is a cloud contact center leader focused on redefining customer experiences. The Senior Technical Account Manager will act as a trusted advisor and technical consultant, driving product adoption and ensuring long-term customer health through technical guidance and change management support.
Artificial Intelligence (AI)Cloud ComputingCRMCustomer ServiceSaaS
Responsibilities
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
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
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
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
Qualification
Required
7+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment
Experience in software deployments and implementation methodologies such as agile and waterfall
Proven ability to align technology solutions to strategic business outcomes
Comfortable engaging C-level executives and translating technical concepts to non-technical audiences
Experience with customer journey mapping, stakeholder management, and success planning
Skilled in interpreting analytics to drive adoption and mitigate churn
Excellent written and verbal communication skills, with a consulting mindset
Willingness to travel up to 20%
Motivated to complete ongoing enablement pertaining to product innovation and new offerings
Preferred
Preferred experience in financial services, healthcare/lifesciences, retail and consumer products
Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
Experience with contact center technology or customer experience platforms
Benefits
Health Insurance : Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
Retirement Benefits : 401(k) plan
Paid Time Off : Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
Paid Holidays : Talkdesk offers 14 paid holidays each year.
Paid Sick Leave : Employees have uncapped paid time off, subject to manager approval and consistent with business needs.
Company
Talkdesk
Talkdesk offers an enterprise contact center platform that allows companies to make the customer experience a competitive advantage.
1001-5000 employees
H1B Sponsorship
Talkdesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$592.45MKey Investors
Transpose Platform ManagementViking Global InvestorsSalesforce Ventures
2025-09-01Debt Financing· $95M
2021-08-12Series D· $230M
2020-07-23Series C· $143M
Leadership Team
Tiago Paiva
Founder and CEO
Munil Shah
Chief Technology Officer
Recent News
2025-12-09
2025-12-09
Company data provided by crunchbase