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 pricing leader to head Talkdesk’s pricing strategy function. Reporting to the VP of Product & Industry Marketing, the Senior Manager - Pricing Strategy will lead the development and execution of the pricing and licensing strategies across Talkdesk’s product portfolio. Working closely with Product & Industry Marketing, Competitive Intelligence, Product Management, Engineering, Finance and Go-to-Market teams, you will be responsible for facilitating and supporting working sessions to develop pricing models, price levels, licensing structures, and solution packaging. As part of the pricing studies, you will participate in customer segmentation analysis, competitive analysis, value decomposition analysis, and drive the development of the unit economics and financial models. In addition, you will develop and manage pricing metrics and discounting dashboards, assessing pricing performance of the organization and identifying revenue and margin leakage opportunities. You will play a key role in shaping the future success, directions, and growth of Talkdesk - contributing significantly to our continued success in the competitive CX and AI landscapes.
You will work closely with sales to provide real-time guidance on pricing, in partnership with the deal desk to help Talkdesk aggressively grow our pipeline and compete effectively. You have a record of success in dynamic environments and grace in collaborating with multiple stakeholders to get stuff done. Strong presentation skills, executive presence, and ability to deal with ambiguity are critical. You are comfortable toggling between detailed research & insights, to big picture initiatives like international geographic expansion and 5-year strategic planning.
Responsibilities:
- Enable speed to market for new product Introductions by facilitating pricing strategy development
- Maximize organization’s pricing performance by identifying packaging, pricing, or discounting issues
- Assess effectiveness of annual and interim price changes by measuring pricing impact on bookings and discounting
- Optimize product pricing by understanding price elasticities and developing target pricing
- Manage pricing applicable to partners to share value and maximize impact
- Contribute to Talkdesk’s bottom line by identifying revenue and margin leakage opportunities
- Ensure effective pricing response to market factors by monitoring competitors price changes and discounting trends
- Provide pricing strategy guidance to Finance & executive leadership
- Develop and maintain a network of information sources, including internal teams, partners, customers, and analysts.
- Influence product roadmap based on pricing opportunity analysis and insight derived from competitive learnings.
- Develop up-to-date tools (such as pricing FAQs, training, internal and external presentations) with a view toward improving sales effectiveness.
- Manage the process of submitting and securing product SKUs in partnership with operations
- Brief internal teams as needed on pricing & provide field support for sales teams engaged in pricing discussions with prospects or customers
Key qualities for success in this role include:
- Deeply curious about the competitive landscape, opportunities for revenue growth, and the quantification of value for customers
- Able to work with cross-functional teams and leaders at all levels to provide insights and capture learnings
- Proactive and independent, showing initiative without top-down direction
- Accustomed to a fast-paced working environment and market space, where a sense of urgency could make the difference between market success and a missed opportunity
- Strategic thinker, unafraid to provide guidance to colleagues and leaders in finance, operations, product, marketing, sales, corporate strategy and the executive team.
- Continuous learner, someone who keeps current with technology trends and incorporates emerging technologies to inform GTM programs and pricing strategy
- Outcome focused, measuring results in hard numbers and knowing when to pivot when circumstances require change to maximize the impact of price on Talkdesk’s success
- Be scrappy. You’ll need the ability to successfully drive projects in a startup environment (with minimal guidance, limited resources)
- Consistent track record in defining/driving project execution and thriving in a dynamic environment.
- Ability to distill complexity via a methodical and structured approach
- Hands-on experience building a range of pricing and enablement assets
Required Skills
- 4+ years of experience in either developing pricing or product strategies, managing a product/product portfolio, or building sophisticated financial models in FP&A/Marketing role with deep emphasis on financial analysis and analytics - preferably at a high tech, software as a service company, or similar equivalent.
- 8+ years of related experience in a software company
- Bachelor’s in Business Administration, Finance, Accounting, Economics, Engineering, Data Science, or equivalent (e.g. CPA, MBA) strongly preferred
- Experience with Tableau or Microsoft Power BI or similar Data Visualization Software strongly preferred
- Exceptional presentation skills, concise and fluent in communication using Excel, Microsoft PowerPoint or equivalent
- Industry knowledge of contact centers, customer experience, customer service, helpdesk, and/or CRM SaaS products is preferred
- Strong written and verbal communication skills with the ability to present in front of sellers, executives, vendors, partners, and customers
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.
