Hiring: Vice President, Customer Experience (North America) Company: Talkdesk Location: Seattle, WA Job Posted Time: 2026-09-16 20:42:24 Target Skills & Keywords : Change Management, SaaS About the job Experience: •15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred) Required Skills: •Leadership & Organizational Strategy •Build, lead, and scale a high-performing, multi-layered CX leadership team across North America •Strategically drive evolution to a unified CXM model, integrating business and technical skill sets into a single customer-facing function •Establish career paths and competency models emphasizing technical depth, AI fluency, and business acumen •Cultivate a culture of innovation, accountability, and AI-first thinking across the organization •Lead the adoption and expansion of Talkdesk AI solutions across the customer base, ensuring customers leverage AI to drive efficiency and differentiated experiences •Partner with customers to define and execute AI strategies, including automation, conversational AI, and intelligent orchestration •Embed AI best practices into all stages of the customer lifecycle—from onboarding through expansion Qualifications: •Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture •For enterprise customers, with a clear understanding of how AI delivers business value •Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments •Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms •Strong change management background, including organizational design and transformation initiatives •Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required •Exceptional executive communication skills, with the ability to influence both technical and business stakeholders •Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA) •Bachelor’s degree required; MBA or advanced leadership training preferred Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!