We’re now looking for the new members of the Talkdesk family - those ambitious, driven, and collaborative individuals who thrive in a fast-paced environment and will push us to do even greater things together. Talkdesk is heralded by customers and analysts as the premier brand in customer experience. We are now looking for a motivating, strategic, and driven VP of Global Customer Success to help take our client services model to the next level. 

At Talkdesk, our leadership team is empowered to make bold moves and take calculated risks to shatter the boundaries of customer experience. Our customer obsession is fueled by a relentless dedication to innovation, accelerating our speed-to-market. The commitment and passion of our leadership is the core of the Talkdesk employee experience, driving a contagious excitement (inside and outside the company) to be a Talkdesker, to be a part of this incredible unicorn movement. Through words and actions, our executives have the freedom to architect every facet of their respective organizations while continuously improving the way that we rapidly scale to solve problems. They take pride in doing things a little differently and sometimes, in finding new ways to address old problems, and most importantly, in an innate curiosity that continuously moves Talkdesk forward.

Responsibilities:

• Lead the vision and design of our Global Customer Success and Value Engineering programs
• Manage, coach, and mentor both people managers and independent contributors
• Continue to recruit, train and develop our world-class CSMs
• Oversee the strategy and planning for the entire customer lifecycle
• Deliver best-in-class customer retention and growth metrics
• Use a data-driven approach to building budget and growth plans
• Translate business objectives into an execution strategy and successfully execute on the strategy
• Engage deeply with our customers; attending QBRs, facilitating thought leadership, and establishing close relationships with executives
• Serve as a brand ambassador for Talkdesk, championing our CX values
• Work closely with Sales and Marketing on customer advocacy programs
• Collaborate with the product and engineering teams to champion the needs of our customers
• Develop deep understanding of the Talkdesk product and the competitive space, with the ability to speak about everything from Talkdesk architecture to platform

Requirements:

• 5+ years in a customer-facing senior leadership role
• 10+ years in customer success or sales roles
• Experience working for a B2B SaaS company that has scaled successfully through rapid growth
• Excellent people management skills; high empathy and consideration for team morale and individual career progression
• Experience building and scaling world-class teams; experience hiring, onboarding and training
• Understand the development and implementation of large-scale, complex applications
• Experience working for a company that provides a ‘mission critical’ product
• Experience in roles requiring heavy analytics and excel work
• Experience managing globally distributed teams
• Experience with Salesforce Service Cloud and Zendesk is preferred
• Master’s degree is preferred

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.