XTN-2E77858 | SENIOR PROJECT MANAGER II

At Talkdesk, we are disruptive risk-takers who don't 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 1,800 customers, we’re revolutionizing the industry of contact centers. Join a hyper-growth company that's innovative, bold, and ambitious. Be a part of the future of technology and make an impact on an evolving industry. If you're 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.