XTN-2E77858

At Talkdesk we are disruptive risk-takers who dont have a traditional way of doing things and will do whatever it takes to build a product that improves customer experiences. Join the adventure and grow with us. With $268 million in funding and more than 1800 customers we’re revolutionizing the industry of contact centers. Join a hyper-growth company thats innovative bold and ambitious. Be a part of the future of technology and make an impact on an evolving industry. If youre a self-starter and hungry to learn apply now and enjoy the ride

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Direct Talkdesk project:

• Define project scope and schedule project activities integrating them into the broader project plan with the customer project manager(s)
• Manage multiple customer projects simultaneously working with customers partners and internal solutions consultants to drive progress across multi-location and multi-phase deployments
• Conduct regular status meetings with customers and teams to assess progress against plan and reforecast project variables as needed to ensure timeline adherence

Partner project:

• Lead partner implementation escalations engaging relevant teams and individuals (support product engineering) to support resolution
• Lead all communication between parties and provide recurring updates to the partner and end client until escalation is resolved
• Monitor implementation projects and oversee partner project managers and solution consultants to ensure Professional Services KPIs are met
• Ensure high-quality execution for assigned implementation partners through consistent project oversight weekly project reviews and ad hoc methodology and technical training

Additional responsibilities:

• Proactively identify risks related to time scope and budget and develop mitigation strategies with clear communication plans for all stakeholders
• Conduct executive business reviews throughout implementation presenting project status risks and success dependencies to senior leadership
• Understand customer use cases define best practices and document functional and technical requirements to meet client needs
• Partner with internal teams (Product Engineering Support etc.) to ensure timely delivery of feature requests bug fixes and support requests
• Participate in the sales cycle as needed to define delivery approach and support SOW/proposal development
• Conduct post-mortem reviews with internal and external stakeholders to evaluate project performance
• Lead root cause analysis discussions develop process improvement strategies and ensure follow-through
• Drive accountability for overall project success and ensure KPIs are met

• 6-8 years of project management experience leading complex customer-facing technical implementations.
• Proven experience managing multiple concurrent projects in a fast-paced SaaS cloud or technology environment.
• Demonstrated ability to engage influence and present to executive and C-level stakeholders.
• Strong experience managing project scope timelines budgets risks dependencies and escalations.
• Exceptional organizational communication and stakeholder management skills.
• Ability to work independently make sound decisions and thrive in a fast-paced environment with multiple priorities.
• Bachelor’s degree or equivalent professional experience.
• Fluent written and spoken English.

• Experience implementing CCaaS UCaaS contact center telecommunications or enterprise SaaS solutions.
• Experience supporting enterprise or multi-region deployments.
• Familiarity with API integrations and technical implementation projects.
• PMP Agile Scrum or equivalent project management certification.
• Experience working with Salesforce ServiceNow Zendesk Smartsheets G Suite and other project management tools.
• Previous experience managing implementation partners vendors or third-party delivery organizations.