Solutions Engineering Manager, Industries (Health & Life Sciences)

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

We are looking for an experienced Solutions Engineering Manager, Industries (Health & Life Sciences) to lead and grow a high-performing team of Solutions Engineers (SEs) in our Health & Life Sciences (HLS) vertical. This is a customer-facing role, not a software engineering or product development role. The ideal candidate has a proven background in presales, technical consulting, or solutions architecture, and excels at combining technical expertise with business storytelling and executive presence.

As a leader, you’ll coach and mentor Solutions Engineers to deliver compelling demos, solution architectures, and value-driven conversations with customers and partners. You’ll also collaborate closely with Sales, Product, and Partner teams to drive customer adoption, revenue growth, and overall success.

Responsibilities:

• Lead the HLS Solutions Engineering team that develops and executes on go-to-market strategies to increase market penetration including driving customer facing activities, hiring, onboarding, and retaining our Solutions team. 
• Provide leadership to the team across all three areas: People Leadership, Technical Leadership and Sales/Business Leadership.
• You must exhibit leadership qualities that inspire collaboration and trust to influence multiple stakeholders to support Talkdesk’s global sales strategy. You will drive that strategy by building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives,  sales, professional services, other value add teams in Global Solution Engineering and more.  You will co-develop a shared vision with these teams and influence all stakeholder groups as a change agent. 
• Develop trust with Talkdesk and customer leadership to remove project roadblocks and ensure project success.
• Understand customer use cases and business drivers, map our solution to their pain points, formulate best practices, and document requirements (functional and technical) needed to address needs.
• Leverage strong technical acumen to identify process and technical solutions dynamically to unexpected situations. Navigate those solutions internally using product requirements, business cases, and more to overcome objections and obstacles. 
• Partner with internal teams such as Product, Engineering,Support, etc. to assure timely delivery of feature requests, bug fixes and support requests.
• Grow and develop the Global Solutions team. Hire to your team’s growth plan. Identify process and operational improvements for our organization then lead those projects through to success.  Set visionary goals for teams that uplevel the entire SE organization. 
• Nurture and be the role-model of a positive outlook, can-do attitude and growth mindset, while leading and keeping the SEs motivated in a fast paced and ever changing environment

Preferred Background

• 5-7 years of experience in leading Sales Engineering teams, as a member of the Sales leadership, preferred 
• 3+ years of experience in the Contact Center Solution or in SaaS space is preferred
• 2+ years of related industry experience is desired
• Strong track record of managing, scoping and delivering for Healthcare clients,
• Complete KPI management and methodology optimization
• Engaging personality and possesses a true consulting approach and ability to communicate technical concepts to people of all backgrounds and skill levels  
• Ability to communicate and manage escalations and maintain C-level relationships
• A passion for helping people solve problems and proven ability to understand progressive technology
• In-depth knowledge of Customer Service Software, Business Intelligence, Workforce Engagement Management, Artificial Intelligence
• Exhibits expert facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively (includes corporate/executive briefings)
• Excellent verbal and written communication skills and meticulous attention to detail
• Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with team members and customers
• Ability to work cross-functionally in a fast-paced startup environment
• Salesforce and other CRM experience desired
• Bachelor's Degree in a technical field; or equivalent experience
• Travel requirement: up to 25%

Pay Range (Base Pay): $98,000 - $147,700

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 10 days from the posting date.

All questions or concerns about this posting should be directed to the Talent team at People.Support@talkdesk.com.

Work Environment And Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk Story Hinges On Empathy And Acceptance. It Is The Shared Goal Among All Talkdeskers To Empower A New Kind Of Customer Hero Through Our Innovative Software Solution, And We Firmly Believe That The Best Path To Success For Our Mission Is Inclusivity, Diversity, And Genuine Acceptance. To That End, We Will Hire, Promote, Work Along, Cheer For, Bond With, And Warmly Welcome Into The Talkdesk Family All Persons Without Regard To Ethnic And Racial Identity, Indigenous Heritage, National Origin, Religion, Gender, Gender Identity, Gender Expression, Sexual Orientation, Age, Disability, Marital Status, Veteran Status, Genetic Information, Or Any Other Legally Protected Status.