Senior CX Manager - FSI

Role overview

Serve as a senior technical and strategic partner to large, complex customers using customer experience and contact center platforms. You’ll guide adoption, shape technical plans, and lead delivery of initiatives tied to business goals, while building trusted relationships with executive and operational stakeholders. The role combines technical advisory work, program ownership, risk management, and support for long-term customer outcomes.

Responsibilities

- Lead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments. - Define project scope, delivery plans, and technical roadmaps with customer project leads and internal teams. - Translate operational and business needs into scalable technical designs and implementation plans. - Guide use case planning, adoption, demonstrations, and change management aligned with customer priorities. - Manage technical initiatives end to end, track issues and risks, and coordinate escalations across teams. - Review usage and operational data to identify improvements, demonstrate value, and inform renewal or expansion discussions. - Share customer feedback and structured insights with product, engineering, support, sales, and services teams.

Requirements

- Seven to ten or more years in technical account management, professional services, customer success, solution consulting, or IT project management in a software or communications platform environment. - A record of delivering complex technical initiatives for enterprise customers and coordinating multiple workstreams. - Technical fluency with APIs, CRM systems, and cloud-based enterprise platforms. - Experience defining scope and delivery plans using agile, waterfall, or similar methods; project management certification is preferred. - Ability to connect technical recommendations to business outcomes and return on investment. - Strong executive communication, analytical problem-solving, consulting judgment, and written communication. - Willingness to travel up to 25–30%.

Nice to have

Experience in financial services, healthcare or life sciences, retail, or consumer products is preferred. Familiarity with contact center or customer experience technology is strongly preferred.

Benefits and work setup

The listing describes a primarily office-based environment and includes a retirement plan, 14 paid holidays, and paid time off. Time-off arrangements vary by employment classification and are subject to manager approval and business needs.