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Manager, Professional Services



Sales & Business Development
San Francisco, CA, USA
Posted on Thursday, July 11, 2024

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. 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. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. 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.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

Primary Responsibilities

As a Manager of Professional Services, you will:

  • Lead a team of customer facing project managers and solution consultants who support Talkdesk largest and most complex deployments.
  • Be a mentor of the team, bringing out the best in each of your team members and helping them succeed.
  • Recruit and hire top talent in the Professional Services (PS) department and assist other departments within Services in their recruitment efforts.
  • Mentor your team to provide world class, white glove consulting during the implementation including understanding pain points & business outcomes, offering best practice recommendations, on-the-fly solution suggestions and relevant lines of questioning that may not have been prepared in advance of the conversation.
  • Provide leadership presence and assistance in the projects your team is deploying including leading the team through escalations. Engage directly with customers as needed.
  • Partner with our sales team, with responsibilities including: continuously improving the transition from sales to services, leading calls that welcome customers to Professional Services and set them up for a successful project start, selling the value of our professional services approach by delivering PS focused presentations to prospects.
  • Evaluate the success of projects, gathering feedback, data, and sharing themes with our Expert Services team to ensure continuous improvement in scoping accuracy.
  • Monitor your team’s capacity and utilization, and participate in project prioritization and staffing efforts to minimize project backlog and ensure utilization targets are achieved.
  • Be accountable for your team’s contribution to the results, framework, processes and critical metrics of the PS department.
  • Drive cross-functional initiatives across all departments within Talkdesk that aim to improve our products, customer experience, and increase team happiness.
  • Develop relationships with Product and Engineering leadership to share project and customer feedback, and prioritize feature requests, gaps and bug fixes
  • Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns and business goals

Preferred Background

  • 2+ years leading a team of client facing project or program managers
  • 5+ years of experience project / program managing large, complex software deployments
  • Engaging personality, polished verbal and written communication skills and meticulous attention to detail
  • Ability to communicate and manage escalations and maintain C-level relationships
  • Ability to work cross-functionally in a fast-paced startup environment, such as strong organization skills and business acumen
  • Salesforce and other CRM experience preferred
  • Fluency in written and spoken English, bilingual abilities a plus
  • Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
  • Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff (Internal and external)
  • Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

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.