Strategic Customer Success Manager

Job Description

• Work with Talkdesk’s most valuable customers to understand their needs and help them succeed
• Assist in onboarding and ongoing support while nurturing long-term partnerships
• Help customers implement their cloud-based call center to achieve strategic business goals and objectives
• Ensure that our customers get the most out of their investment in Talkdesk
• Develop case studies outlining KPIs and metrics related to Talkdesk’s ROI
• Understand why customers use Talkdesk and how they can derive more value from the product
• Find opportunities for customers to increase their usage of Talkdesk
• Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps
• Provide feedback to the product team concerning customers’ requests for product enhancements

• 5+ years of experience in Customer Success, consulting, technical sales or similar role in a Financial or SaaS business
• Experience working with top financial companies, banks, or credit unions
• Proven ability to understand progressive technology
• A true consulting approach and ability to communicate technical concepts to people of all backgrounds
• Demonstrated experience in building compelling business cases backed by data to introduce new processes
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Exceptional ability to develop relationships
• Experience in mitigating churn, driving renewals and other revenue producing programs
• Experience in interpreting data analytics and deriving insights that drive customer value
• Highly organized self-starter who runs towards opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Strong business acumen