Customer Strategy Director

🕒 January 21

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🧐 Strategy

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Cresta

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

📋 Description

• Act as a strategic thought partner for enterprise customers, aligning Cresta’s solutions to executive-level goals and contact center objectives • Lead customer engagements including business value discovery, stakeholder alignment, and use-case prioritization to unlock rapid time to value • Partner with customer executives and Cresta account teams to ensure proposed solutions support key initiatives such as cost efficiency, revenue growth, and customer experience improvement • Own the positioning and sale of Cresta’s professional services by articulating the value of our delivery approach, domain expertise, and long-term partnership model • Lead the scoping and resourcing process to define the right services modules, team composition, and deployment plan based on customer goals, complexity, and timeline • Present tailored implementation strategies to executive and program stakeholders, including delivery milestones, governance, and customer responsibilities • Build and present business cases and ROI models tailored to customer-specific goals (e.g., cost reduction, sales lift, compliance) • Define KPIs and track Cresta’s impact across performance, operational, and financial metrics • Guide customers on how to leverage Cresta’s insights to take action and scale impact • Coach internal teams on customer-centric value messaging and success planning • Develop assets such as playbooks, frameworks, and executive readouts to scale Cresta’s strategic approach

🎯 Requirements

• Proven experience in a strategic customer-facing role, preferably in a SaaS or technology-driven environment • Deep understanding of business value creation, change management, and/or consulting methodologies • General understanding of how enterprise organizations are looking to leverage Generative AI solutions within their business • Has extensive experience in large scale enterprise software implementations and complex use cases • Experience designing and interpreting Statements of Work to meet Enterprise customer needs • Strong analytical and problem-solving capabilities, with a focus on quantifying business value and ROI • Experience managing and advising on large scale programs with many stakeholders and dependencies • Is able to build strong external relationships with external stakeholders, and in general, is able to take a consultative and strategic approach to solving customer problems

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Flexible PTO to take the time you need, when you need it • Paid parental leave for all new parents welcoming a new child • Retirement savings plan to help you plan for the future • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • In-office meal program and commuter benefits provided for onsite employees