Director, Customer Enablement

The Director Customer Enablement is a senior Go-To-Market leader responsible for operationalizing Talkdesks product strategy into clear scalable and persona-based enablement across Sales Customer Experience (Success) Partners and Professional Services. This role sits in the Customer Experience organization at the intersection of Product Product Marketing CX and Revenue teams ensuring Talkdesks enterprise contact center platform is consistently positioned confidently sold successfully implemented and measurably adopted across global markets.

This critical role brings a deep understanding of enterprise contact center buyers and users modern CX technology stacks (CCaaS AI WFM QA CRM integrations) and the realities of selling and delivering complex SaaS solutions. The Director owns the product enablement lifecyclefrom launch readiness through ongoing field excellencedriving revenue impact customer outcomes and field confidence.

Key Responsibilities

Enterprise CX Persona-Based Enablement

• Design and own persona-based enablement strategies aligned to Talkdesks core enterprise CX audiences including Contact Center Operations Customer Experience Executives IT/Telecoms Operations and Line-of-Business stakeholders.
• Translate Talkdesks platform capabilities (AI automation analytics workforce engagement integrations) into role-specific value narratives use cases and outcomes across the buyer and customer lifecycle.
• Partner closely with Product Marketing to ensure enablement reflects clear ICP definitions buying committee dynamics and competitive differentiation in enterprise contact center deals.
• Equip Sales SEs Customer Success and Partners with field-ready assets that align to real customer CX challenges and opportunities.
• Ensure enablement supports enterprise sales motions including multi-stakeholder deals RFPs pilots proofs of value and complex CX transformations.
  
  

Operationalize Product Enablement & Excellence

• Build and scale a repeatable product enablement operating model covering launch readiness ongoing capability updates and continuous field improvement.
• Define what good looks like for product enablement across pre-sales implementation and post-go-live phasesensuring consistency from first call to long-term adoption.
• Establish enablement standards governance and tooling to ensure accuracy consistency and speed to field across regions and teams.
• Partner with Sales Enablement Customer Enablement RevOps Product & Engineering CoE and Product Marketing to tie enablement programs to measurable outcomes including win rates deal velocity implementation success adoption and customer health.
• Identify gaps in field execution and customer outcomes and proactively design enablement interventions to improve product mastery confidence and customer impact.
  
  

Cross-Functional Leadership & Alignment

• Serve as a strategic partner to Product Marketing Sales Customer Success Professional Services Customer Enablement Product & Engineering CoE and Partner teams aligning product strategy with real-world execution.
• Act as the connective tissue between roadmap priorities and field reality ensuring feedback loops inform product direction messaging and enablement priorities.
• Lead cross-functional launch readiness for major releases ensuring Talkdesk enters the market with clarity confidence and cohesion.
• Influence senior GTM and CX leaders by bringing a strong point of view on enterprise CX buying behavior product adoption drivers and enablement best practices.
  
  

Enablement Tooling Insights & Reporting

• Partner with Revenue Operations Customer and Sales Enablement and Product and Engineering CoE to define systems of record for product knowledge certifications and readinessensuring a single source of truth across the organization.
• Establish clear enablement performance metrics and reporting frameworks tying product enablement efforts to business outcomes such as win rates deal velocity implementation success adoption and customer health.
• Build dashboards and executive-ready reporting that provide visibility into field readiness product mastery and enablement effectiveness at the persona role and region level.
• Leverage qualitative and quantitative insightsincluding field feedback deal reviews customer signals and product usage datato continuously optimize enablement programs and inform roadmap and GTM decisions.
• Ensure enablement tooling supports enterprise complexity including multi-product deployments role-based access regional localization and partner enablement requirements.
  
  

Cross-Functional Collaboration & Influence

• Act as a trusted strategic partner to Product Product Marketing Sales Sales Engineering Customer Success Professional Services Partner and Revenue Operations teams to ensure product strategy translates into consistent high-quality execution across the customer lifecycle.
• Collaborate closely with Product and Product Marketing to align roadmap priorities launch sequencing messaging and enablement readiness ensuring the field is prepared to sell implement and support new capabilities effectively.
• Partner with Sales and CX leadership to understand real-world deal dynamics implementation challenges and adoption barriers and proactively design enablement solutions that improve outcomes.
• Work hand-in-hand with Revenue Operations and Enablement Operations to align enablement programs with processes tooling data and performance measurement across regions and roles.
• Serve as a key voice in cross-functional planning forums bringing a strong point of view on enterprise CX buyer behavior field readiness and enablement best practices.
• Facilitate structured feedback loops between the field and Product teams ensuring insights from customers partners and frontline teams continuously inform product evolution and GTM strategy.

Preferred Qualifications

• 10 years of experience in product enablement product marketing sales enablement or go-to-market roles within enterprise SaaS with a strong preference for CCaaS CX or adjacent enterprise platforms (CRM AI WFM analytics or workflow automation).
• Proven track record of operationalizing complex platforms into clear scalable enablement programs that drive measurable revenue and customer outcomes.
• Deep understanding of enterprise CX buyers and buying committees including Contact Center Leaders CX Executives IT/Telecoms Operations and Line-of-Business stakeholders.
• Demonstrated ability to lead cross-functional initiatives across Product Product Marketing Sales Customer Success Professional Services Partners and Revenue Operations without direct authority.
• Strong experience supporting enterprise sales motions including multi-stakeholder deals RFPs pilots proofs of value and complex implementations.
• Data-driven mindset with hands-on experience defining and using enablement metrics dashboards and reporting to measure readiness adoption and business impact.
• Experience owning or influencing enablement tooling and systems including LMS content management CRM integrations and analytics platforms.
• Exceptional executive communication skills with the ability to influence senior leaders and translate complex product concepts into clear actionable narratives.
• Comfortable operating in a fast-paced high-growth environment balancing strategic vision with hands-on execution.

Pay Range (OTE Pay): $148500 - $222500

Other Types of Pay:Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.

Health Insurance:Medical Dental Vision Life and Disability Insurance Employee Assistance Program (EAP).

Retirement Benefits:401(k) plan

Paid Time Off:Talkdesk offers an uncapped paid time off program subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year.

Paid Sick Leave:Employees have uncapped paid time off subject to manager approval and consistent with business needs.

Method of Application:Apply online.

Application Window: The application window is expected to close at least 05 days from the posting date. The application was posted on 02/11/2026.

All questions or concerns about this posting should be directed to the Talent team at.