Talkdesk · 2 days ago
Director, Customer Enablement
Seattle
Full-time
Onsite
Director/Executive
$148K/yr - $222K/yr
10+ years expTalkdesk is a cloud contact center leader focused on redefining customer experience. The Director, Customer Enablement is responsible for operationalizing product strategy into scalable enablement across various teams, ensuring effective implementation and adoption of Talkdesk’s enterprise contact center platform.
Artificial Intelligence (AI)Customer ServiceCloud ComputingEnterprise SoftwareSaaSCRM
Responsibilities
Design and own persona-based enablement strategies aligned to Talkdesk’s core enterprise CX audiences, including Contact Center Operations, Customer Experience Executives, IT/Telecoms, Operations, and Line-of-Business stakeholders
Translate Talkdesk’s platform capabilities (AI, automation, analytics, workforce engagement, integrations) into role-specific value narratives, use cases, and outcomes across the buyer and customer lifecycle
Partner closely with Product Marketing to ensure enablement reflects clear ICP definitions, buying committee dynamics, and competitive differentiation in enterprise contact center deals
Equip Sales, SEs, Customer Success, and Partners with field-ready assets that align to real customer CX challenges and opportunities
Ensure enablement supports enterprise sales motions, including multi-stakeholder deals, RFPs, pilots, proofs of value, and complex CX transformations
Build and scale a repeatable product enablement operating model, covering launch readiness, ongoing capability updates, and continuous field improvement
Define “what good looks like” for product enablement across pre-sales, implementation, and post-go-live phases—ensuring consistency from first call to long-term adoption
Establish enablement standards, governance, and tooling to ensure accuracy, consistency, and speed to field across regions and teams
Partner with Sales Enablement, Customer Enablement, RevOps, Product & Engineering CoE, and Product Marketing to tie enablement programs to measurable outcomes, including win rates, deal velocity, implementation success, adoption, and customer health
Identify gaps in field execution and customer outcomes, and proactively design enablement interventions to improve product mastery, confidence, and customer impact
Serve as a strategic partner to Product Marketing, Sales, Customer Success, Professional Services, Customer Enablement, Product & Engineering CoE, and Partner teams, aligning product strategy with real-world execution
Act as the connective tissue between roadmap priorities and field reality, ensuring feedback loops inform product direction, messaging, and enablement priorities
Lead cross-functional launch readiness for major releases, ensuring Talkdesk enters the market with clarity, confidence, and cohesion
Influence senior GTM and CX leaders by bringing a strong point of view on enterprise CX buying behavior, product adoption drivers, and enablement best practices
Partner with Revenue Operations, Customer and Sales Enablement, and Product and Engineering CoE to define systems of record for product knowledge, certifications, and readiness—ensuring a single source of truth across the organization
Establish clear enablement performance metrics and reporting frameworks, tying product enablement efforts to business outcomes such as win rates, deal velocity, implementation success, adoption, and customer health
Build dashboards and executive-ready reporting that provide visibility into field readiness, product mastery, and enablement effectiveness at the persona, role, and region level
Leverage qualitative and quantitative insights—including field feedback, deal reviews, customer signals, and product usage data—to continuously optimize enablement programs and inform roadmap and GTM decisions
Ensure enablement tooling supports enterprise complexity, including multi-product deployments, role-based access, regional localization, and partner enablement requirements
Act as a trusted strategic partner to Product, Product Marketing, Sales, Sales Engineering, Customer Success, Professional Services, Partner, and Revenue Operations teams to ensure product strategy translates into consistent, high-quality execution across the customer lifecycle
Collaborate closely with Product and Product Marketing to align roadmap priorities, launch sequencing, messaging, and enablement readiness, ensuring the field is prepared to sell, implement, and support new capabilities effectively
Partner with Sales and CX leadership to understand real-world deal dynamics, implementation challenges, and adoption barriers, and proactively design enablement solutions that improve outcomes
Work hand-in-hand with Revenue Operations and Enablement Operations to align enablement programs with processes, tooling, data, and performance measurement across regions and roles
Serve as a key voice in cross-functional planning forums, bringing a strong point of view on enterprise CX buyer behavior, field readiness, and enablement best practices
Facilitate structured feedback loops between the field and Product teams, ensuring insights from customers, partners, and frontline teams continuously inform product evolution and GTM strategy
Qualification
Required
10+ years of experience in product enablement, product marketing, sales enablement, or go-to-market roles within enterprise SaaS, with a strong preference for CCaaS, CX, or adjacent enterprise platforms (CRM, AI, WFM, analytics, or workflow automation)
Proven track record of operationalizing complex platforms into clear, scalable enablement programs that drive measurable revenue and customer outcomes
Deep understanding of enterprise CX buyers and buying committees, including Contact Center Leaders, CX Executives, IT/Telecoms, Operations, and Line-of-Business stakeholders
Demonstrated ability to lead cross-functional initiatives across Product, Product Marketing, Sales, Customer Success, Professional Services, Partners, and Revenue Operations without direct authority
Strong experience supporting enterprise sales motions, including multi-stakeholder deals, RFPs, pilots, proofs of value, and complex implementations
Data-driven mindset with hands-on experience defining and using enablement metrics, dashboards, and reporting to measure readiness, adoption, and business impact
Experience owning or influencing enablement tooling and systems, including LMS, content management, CRM integrations, and analytics platforms
Exceptional executive communication skills, with the ability to influence senior leaders and translate complex product concepts into clear, actionable narratives
Comfortable operating in a fast-paced, high-growth environment, balancing strategic vision with hands-on execution
Benefits
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.
Company
Talkdesk
Talkdesk offers an enterprise contact center platform that allows companies to make the customer experience a competitive advantage.
1001-5000 employees
H1B Sponsorship
Talkdesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$592.45MKey Investors
Transpose Platform ManagementViking Global InvestorsSalesforce Ventures
2025-09-01Debt Financing· $95M
2021-08-12Series D· $230M
2020-07-23Series C· $143M
Leadership Team
Tiago Paiva
Founder and CEO
Munil Shah
Chief Technology Officer
Recent News
2026-01-22
Company data provided by crunchbase