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.
Responsibilities:
Lead Talkdesk Strategic implementations with new and existing customers including project management, gathering and documenting requirements (functional & technical), designing prototypes, configuring & integrating systems, building user acceptance testing guides, testing, and delivering training
Understand customer business objectives, consult with industry best practices, & document user stories. Establish Talkdesk as the best solution to address needs & ensure customer success for each role within the Customer’s organization
Lead project scoping, creating project plans, planning and scheduling project activities. Integrate plans with customer’s project managers for the successful execution of Talkdesk's deployments
Develop visual representation diagrams of the Customer’s end-client journey
Implement solutions that include the creation of custom objects, workflows, validation rules, approval processes, triggers, and email alerts within Talkdesk's solution and/or 3rd party CRM systems
Develop trust with customer executives, leadership, and other stakeholders to remove project roadblocks and ensure project success
Work with customers to track work progress, and create strategies for risk mitigation and contingency planning
Leverage strong technical acumen to identify process and technical solutions dynamically to expected and unexpected situations. Able to produce technical documentation
Partner with internal teams such as Product, Support, etc. to assure timely delivery of feature requests, bug fixes and support requests
Participate in the sales cycle as necessary to gather requirements, formulate delivery approach and develop a proposal/SOW
Requirements:
Bachelor's degree in a technical field or significant professional experience in a technical role
5+ years of experience in Professional Services/Consulting roles or 5+ years in IT Applications Development/Software Product Development or similar role in a fast paced SaaS business
Experience implementing or integrating with CRMs (Salesforce, Zendesk and other) and/or Contact Center Solutions preferred
Experience with with SQL/SOQL and JavaScript a plus
Experience with diagram flowchart software, such as Visio, Lucid Chart, etc.
Software implementation or coding experience is a plus
Familiar with creating and managing Web Services (REST APIs/).
A true consultative approach and ability to communicate technical concepts to people of all backgrounds and skill levels
Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients. Client management experience highly valued
Engaging personality, polished verbal and written communication skills and meticulous attention to detail
A passion for helping people solve problems and proven ability to understand and learn technological concepts
Highly organized self-starter that seeks challenging opportunities
Ability to work cross-functionally in a fast-paced startup environment
Fluency in written and spoken English, bilingual abilities a plus
Travel requirement: up to 30%
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.)
Last updated: 9 hours ago
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