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!
Responsibilities
Lead Talkdesk’s largest Strategic customer implementation projects from kick-off to completion
Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
Participate in the sales cycle as necessary to gather requirements, formulate the delivery approach and develop a proposal/SOW
Works directly with customer point of contact to coordinate and schedule project tasks and establish cohesive schedule for all project related activities
Manages performance of the project, both customer sided and company sided
Manages scope and deliverables of the project, carefully managing to the deliverables purchased and expected by the customer
Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
Conduct post project analysis to ensure project goals were met, evaluate cost variances and metrics.
Ensure that the projects adhere to the implementation methodology, requirements, budget and Statement of Work
Successfully drive multiple projects simultaneously by establishing key stakeholder requirements and project objectives and serving as the primary project contact
Requirements
5+ years of experience managing technical projects, preferably from a vendor standpoint
PMP (Project Management Professional) Certification or equivalent is desirable
Engaging personality and possessing a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels.
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
Travel requirement: up to 20%
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Software Development
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