Strategic Partner Account Director, Financial Services - Salt Lake City

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, a ...

Job description

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS) and in the G2 Overall Grid Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation

Position Overview

As a Strategic Partner Account Director for Financial Services at Talkdesk, you will lead the growth and enablement of our partner ecosystem within banking, credit unions, insurance, wealth management, and fintech markets. You will cultivate strategic alliances that accelerate adoption of Talkdesk's AI-powered, cloud-native CCaaS platform, enabling partners to deliver secure, compliant, and frictionless customer experiences.

Your role is to position Talkdesk (and our agentic AI capabilities) as the preferred solution for transforming contact centers, automating workflows, improving fraud detection and prevention, and enhancing customer satisfaction across the financial services lifecycle.

Key Responsibilities

Strategic Relationship & Ecosystem Leadership

• Develop and manage executive-level partner relationships across banks, credit unions, insurance carriers, and fintech solution providers.
• Act as a trusted advisor on CCaaS modernization, omnichannel experiences, and AI-driven automation strategies.
• Build long-term partner business plans that align Talkdesk capabilities to industry needs such as fraud prevention, claims processing, lending, and member services.

AI & CCaaS Business Development

• Grow adoption of Talkdesk AI solutions including agent assist, workflow automation, intelligent routing, generative knowledge bases, and predictive analytics.
• Enable partners to position Talkdesk around financial outcomes: reduced operational cost-to-serve, improved NPS, reduced fraud losses, and increased digital containment.
• Support vertical solution alignment with Talkdesk products (e.g., Banking Services Excellence, Insurance CX, Credit Union Playbooks).

Go-to-Market & Co-Sell Execution

• Define co-sell and co-market strategies tailored to financial compliance and buyer cycles.
• Orchestrate partner + Talkdesk collaboration for account-based engagements, channel pipeline growth, and Salesforce attribution.
• Support integration strategies with core banking, CRM, payment, insurance, and fintech platforms.

Cross-Functional Partnership Enablement

• Serve as the internal voice of the partner, collaborating across Product, Engineering, Security, Legal, Marketing, and Customer Success.
• Drive enablement programs ensuring partners can confidently sell, deploy, and support AI-powered CCaaS in regulated environments.
• Gather and communicate partner-led insights to inform vertical product enhancements.

Contracting & Negotiation

• Lead contractual discussions including reseller frameworks, referral agreements, revenue-sharing, and strategic investments.
• Ensure compliance with data privacy, resiliency, and financial regulatory considerations.

Performance & Reporting

• Define and track KPIs: partner-influenced revenue, pipeline growth, AI adoption rates, and customer satisfaction.
• Present insights and performance to Talkdesk leadership and partner executives.

Financial Services Responsibilities

• Develop partner relationships across retail & commercial banking, credit unions, insurance, and capital markets.
• Align Talkdesk's solutions to industry priorities including:
• fraud and identity verification
• loan origination and servicing
• claims management
• policyholder/member engagement
• digital collections
• wealth advisory & client onboarding
• Navigate compliance and security expectations such as PCI-DSS, SOC2, GLBA, FFIEC, and resiliency requirements.
• Bring agentic AI value propositions focused on customer trust and risk mitigation - not just efficiency.
• Support partners in delivering customer experiences that are secure, compliant, personalized, and automated.
  
  

Qualifications

• 15+ years in strategic partnerships, channel sales, or enterprise software alliances.
• Experience in financial services or fintech-related technology ecosystems.
• Proven success in building and scaling revenue-driven partnership programs.
• Strong understanding of CCaaS, cloud, AI, and customer experience transformation.
• Experience negotiating partnership and co-sell agreements.
• Proficiency with Salesforce and partner attribution models.

Preferred

• Background working with regulated environments and security-compliance frameworks.
• Knowledge of banking, credit union, or insurance technology stacks and integration ecosystems.
• Familiarity with financial core systems, CRMs, and payment providers.

Competencies

• Strong executive communication and trusted advisor presence.
• Ability to articulate AI/CCaaS business value in financial terms - ROI, risk, resiliency.
• Skilled in navigating complex decision cycles across IT, security, operations, and CX teams.
• Entrepreneurial mindset with a passion for innovation and co-creation with partners.
  
  

Why This Role Matters at Talkdesk

This role accelerates Talkdesk leadership in Financial Services by driving adoption of:

• secure, compliant AI-powered contact center modernization
• workflow automation to streamline claims, lending, payments & servicing
• fraud reduction and identity verification
• omnichannel experience improvements

Pay Range (Base Pay): $150k-$180k

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 5 days from the posting date. The application was posted on 1/6/2026.

All questions or concerns about this posting should be directed to the Talent team at

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.