TalkDesk
At Talkdesk, we are courageous innovators focused on redefining the customer experience and building an inclusive, diverse culture. We work to deliver better experiences for customers worldwide and strive to minimize our global footprint. Talkdesk is recognized as a cloud contact center leader by Gartner and Forrester, with strong growth and a leadership position in the market.
We embrace FAST, our operating principles: Focus + Accountability + Speed = Talkdesker.
Focus: Concentrate time and energy on what is most impactful for the business and how to partner with others.
Accountability: Hold self and others accountable to meet commitments and drive results.
Speed: Execute with agility and urgency; make timely decisions to 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 role drives product adoption, optimizes customer ROI, and ensures 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 align on key business objectives and successful product utilization. This unique hybrid role is for a proactive professional who solves complex technical challenges while 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 for seamless deployment and product usage. Translate business needs into technical solutions; drive use case roadmaps and guide feature utilization. Demonstrate product features and capabilities within the platform. Partner with the customer to strategize on adoption and the innovation roadmap. Collaborate with Professional Services, Product, Support, and Engineering to resolve issues and surface enhancements. Share technical best practices with customers. Customer Success & Strategic Alignment
Build and maintain relationships with executive and operational stakeholders; facilitate business reviews to track ROI, KPIs, and strategic alignment. Drive customer health and retention by identifying risks and delivering proactive success plans. Partner with customers to develop change management strategies for adoption. Manage customer risks and escalations. Analyze product usage data and customer insights to identify opportunities for greater impact. Create and present business cases quantifying ROI and operational improvements using Talkdesk. Develop and share case studies highlighting customer success and measurable outcomes. Cross-Functional Collaboration
Partner 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 experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software. Experience in software deployments and implementation methodologies (e.g., agile and waterfall). Ability to align technology solutions to strategic business outcomes; comfortable engaging C-level executives and translating technical concepts for 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%. Experience with contact center technology or customer experience platforms. Motivated to complete ongoing enablement pertaining to product innovation and new offerings. Work Environment
Primarily office-environment work with typical computer-based tasks. Includes periods of sedentary work and standard equipment use. Equality & Inclusion
Talkdesk is committed to empathy, acceptance, and inclusivity. We hire, promote, work alongside, and welcome all persons regardless of race, ethnicity, religion, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other legally protected status, in line with our Equal Employment Opportunity policy.
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Technical Enablement & Product Adoption
Serve as the primary technical point of contact for assigned accounts. Support onboarding, product training, and enablement for seamless deployment and product usage. Translate business needs into technical solutions; drive use case roadmaps and guide feature utilization. Demonstrate product features and capabilities within the platform. Partner with the customer to strategize on adoption and the innovation roadmap. Collaborate with Professional Services, Product, Support, and Engineering to resolve issues and surface enhancements. Share technical best practices with customers. Customer Success & Strategic Alignment
Build and maintain relationships with executive and operational stakeholders; facilitate business reviews to track ROI, KPIs, and strategic alignment. Drive customer health and retention by identifying risks and delivering proactive success plans. Partner with customers to develop change management strategies for adoption. Manage customer risks and escalations. Analyze product usage data and customer insights to identify opportunities for greater impact. Create and present business cases quantifying ROI and operational improvements using Talkdesk. Develop and share case studies highlighting customer success and measurable outcomes. Cross-Functional Collaboration
Partner 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 experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software. Experience in software deployments and implementation methodologies (e.g., agile and waterfall). Ability to align technology solutions to strategic business outcomes; comfortable engaging C-level executives and translating technical concepts for 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%. Experience with contact center technology or customer experience platforms. Motivated to complete ongoing enablement pertaining to product innovation and new offerings. Work Environment
Primarily office-environment work with typical computer-based tasks. Includes periods of sedentary work and standard equipment use. Equality & Inclusion
Talkdesk is committed to empathy, acceptance, and inclusivity. We hire, promote, work alongside, and welcome all persons regardless of race, ethnicity, religion, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other legally protected status, in line with our Equal Employment Opportunity policy.
#J-18808-Ljbffr