Cresta

Customer Success Manager

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Senior Strategic Customer Success Manager

• Enterprise Portfolio Management: Oversee a portfolio of approximately 10-15 enterprise clients, ensuring comprehensive management of large-scale organizations and effectively handling a mid-size volume of accounts.
• Customer Relationship Management: Foster deep and strategic relationships with our customers, acting as a trusted advisor and advocate
• Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption
• Renewal and Expansion: Drive renewal and expansion efforts, ensuring customers are maximizing the value of our products and services and identifying opportunities for upselling and cross-selling
• Metrics and KPIs: Track and be driven by broader Customer Success team KPIs including NRR and GRR.
• Data-Driven Decision Making: Leverage data and analytics to inform decision-making and identify areas for improvement
• Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth
• Account Management: Lead project and stakeholder management efforts by engaging with customers at all levels, from individual agents to executives, through regular meetings and executive business reviews (which you'll run)
• Be a Builder: Build and configure the Cresta product for customers, while also enabling them to be fully enabled and self-sufficient

Enterprise Customer Success Manager

Product Designer

• You’ll turn the complexity of AI and business logic into builder experiences that feel intuitive and self-serve, for both technical users (developers) and non-technical ones (business operators)
• You’ll pair vibe coding/design with your engineer and designer partners to spin off builder concepts and iterate them into polished, production-ready experiences
• You’ll partner with PMs and tech leads to define problem spaces, north‑star experiences, and iterative milestones
• You’ll run discovery and evaluative research with our users – interviews, workflow walkthroughs, usability tests, and competitive analysis, to understand how they work today and where AI can meaningfully help.
• You’ll collaborate closely with PMs, MLEs, FDE/FDPMs, Customer Success, and Marketing teams across the organization.
• You’ll advocate for craft – raise the quality bar and help the team develop a shared eye for what great looks like
• You’ll have good judgment of when to ship: perfect is the enemy of good

Senior Product Designer, AI Builders

Solutions Engineer

• Leveraging domain expertise in Customer Experience (CX) and related ecosystems (e.g., Call Center infrastructure, Chat platforms, AWS services, Workforce Management, Automation, ChatBots, CRM, Integrations).
• Serving as the authoritative source on Cresta's platform integrations and their technical benefits.
• Owning the Technical Architecture blueprint from pre-sales to post-sales, ensuring technical wins by managing stakeholder expectations and collaborating across multiple levels (from end-users to executives) and with internal teams (Pre-sales Solution Engineers, engineering, and success organizations).
• Pre-sales: problem solving with end-customers to determine best solution architecture and integration approach.
• Post-sales: supporting the technical implementation team to help get customers up and running on Cresta.
• Along the way, closely collaborating with Sales, Product, Marketing, and Engineering in order to meet existing, new, and future customer needs.

Senior Solutions Architect

Product Manager

• Own AI Agent outcomes for our customers — defining and delivering on the metrics that move the needle. This includes finding additional automation opportunities that can provide even more value! To do this, you’ll…
• Own the deployment lifecycle for AI Agents — from pre-sale scoping and kickoff to launch and post-go-live optimization
• Design, build, test and iterate on AI agents in partnership with FDEs using Cresta’s internal tools and the latest technologies to deliver the highest customer ROI
• Lead customer relationships and act as the primary point of contact for AI Agent. Help prospects and customers move faster to ensure we can deliver quickly and effectively.
• Facilitate workshops and design sessions with customer stakeholders to align on agent use cases, workflows, and success criteria while gathering feedback to improve the AI agent platform
• Work closely with FDEs to ensure smooth implementation, build new capabilities as needed and provide feedback and improvements to our broader platform
• Improve our playbooks for agent development and customer deployment

Forward Deployed Product Manager, AI Agent

• Own and drive the IAM product area end-to-end, including authentication, user management, access control models (e.g., RBAC), organizational administration (e.g., hierarchies / delegated admin), and audit log
• Define and maintain the roadmap and backlogs for your ownership areas, balancing immediate enterprise needs with longer-term platform goals
• Partner with security and engineering to plan, prioritize, and deliver improvements with a focus on reliability and enterprise readiness
• Work with Solution Architects and implementation teams to ensure IAM capabilities are practical to deploy, integrate, and operate in real-world enterprise environments
• Support integrations with enterprise systems used for access control and provisioning (e.g., HRIS, CCaaS, ITSM, identity providers)
• Operate effectively across multiple parallel workstreams, making clear product decisions as priorities evolve
• Ensure capabilities are clearly understood and usable by customer-facing teams, including guidance on configuration and operational considerations
• Contribute to the evolution of shared platform capabilities beyond IAM as priorities emerge, in partnership with other Product Managers

Platform Product Manager

Program Manager

• Drive Enterprise Transformation: Own the success of large-scale, multi-phase AI transformation programs for Cresta’s top enterprise customers, ensuring business outcomes are realized across multiple business units and geographies.
• Executive Stakeholder Management: Serve as the senior point of contact for customer executives (C-suite and VP level), providing strategic direction, thought leadership, and proactive guidance on maximizing ROI from Cresta’s platform.
• Program Leadership: Lead a matrixed team of Implementation Managers, Solution Architects, Conversation Design and Customer Engineering to deliver complex implementations on time and within scope — balancing speed, quality, and customer satisfaction.
• Cross-Functional Collaboration: Partner closely with Sales Leadership, Customer Success, Product, and Engineering to align strategic initiatives, forecast expansion opportunities, and drive long-term customer growth.
• Operational Excellence: Standardize delivery practices, governance models, and success frameworks to scale efficiently across accounts while maintaining white-glove service.
• Technical Product Knowledge: Insight and understanding of the Cresta product and configuration methodology in order to help assess & determine the critical path for working teams to overcome roadblocks.
• Internal Influence and Leadership: Represent the voice of the customer to Cresta’s Executive Team, influencing product direction, go-to-market strategy, and delivery innovation.

Program Director

Sales

• Recruit, hire, develop, and empower a team of Enterprise Account Executives to consistently surpass Cresta’s revenue targets
• Foster a culture of high accountability by establishing clear expectations for achievement and advocating for a disciplined and scalable process across teams
• Scale strategic and enterprise sales process from early traction to a repeatable and predictable sales machine, exceeding ARR targets
• Lead and define an effective finely-tuned sales hiring process
• Attract 2-3 AE’s within the first 90 days from your own network
• Build a team of up to 7 AE's within the next 12 months
• Promote excellence in sales through value-based selling and MEDDPICC methodologies
• Collaborate with senior leaders in Marketing, Customer Success, Alliances, Product, and Revenue Operations to create an effective Enterprise GTM strategy
• Ensure flawless sales execution for complex multi-stakeholder deals while laying the groundwork for enterprise account growth
• Encourage team to take ownership of Enterprise pipeline generation and foster effective SDR collaboration for efficient prospecting, identification, qualification, and sustainable pipeline development
• Provide accurate forecasts to the executive leadership team, demonstrating a deep understanding of the Enterprise business across the region
• Work closely with our Partner leadership teams to achieve successful co-selling efforts

Director, Enterprise Sales, West

Call Center Representative

• Work closely with customers to operationalize their program strategy using Cresta's self-service product, Opera.
• Obtain Opera certification and utilize keyword and utterance rules to identify key moments in contact center conversations and set up resulting actions.
• Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer.
• Monitor trends and anomalies using Cresta's tools to identify emerging topics and insights in customer conversations.
• Use Cresta's self-service tools to align the customer's business priorities with the contact center operations.
• Respond to ad hoc business requests for analysis and provide actionable insights derived from contact center data.
• Offer ongoing mentoring and support to the customer's own analysts, guiding them in effectively utilizing Cresta tools.
• Collaborate closely with the Cresta team and customers to drive success and maximize the value of Cresta's solutions.

Embedded Expert – SaaS Software, Contact Center

Account Executive

• Own the sales experience while building and managing relationships with key decision-makers and executives at Fortune 1000 companies
• Run complex sales cycles from initial contact to close
• Prospect for new clients, design product presentations and business cases, develop and deliver proposals, negotiate and close contracts
• Develop a command of the Cresta product, the Contact Center market, our unique competitive differentiators, and our customers’ needs
• Partner closely with Product, Marketing, Customer Success and Engineering to deliver an exceptional customer experience
• Hit your number

Enterprise Account Executive

Artificial Intelligence

• Assist with all stages of our AI Delivery projects - designing, building, deploying, and tuning AI solutions for multiple customers.
• Collaborate with internal and external stakeholders to design and build solutions that help customers achieve their business objectives using Cresta's AI product suite.
• Assist in designing solutions for contact centers in sales, retention, collections, and customer service across a range of verticals, from financial services to telecommunications and everything in between.
• Define labeling guidelines to be used to train conversational AI models, and assist with labeling as needed.
• Lead model maintenance efforts to ensure that Cresta's AI models continue to meet our quality standards.
• Design and develop virtual agent solutions using Google's Dialogflow CX.

Associate Conversational AI Designer

Sales Development Rep

• Grow Cresta’s customer list through personalized emails, calls, and creative social media outreach
• Write effective and compelling messaging to engage targeted accounts
• Work closely with Sales and Marketing to plan, strategize, and execute outreach campaigns that help drive revenue growth
• Analyze market research data and develop strategic approaches to raise awareness and generate interest for Cresta
• Partner with account executives to help generate meetings and sales pipeline
• Create and prioritize target account and contact lists
• Conduct high level conversations with executives in prospect accounts
• Achieve monthly quotas of meetings, qualified opportunities, and pipeline generated
• Assist with drafting sales pitches, presentations, reference material, and other documents as required

Sales Development Representative

Data Scientist

• Co-develop new capabilities with high-impact enterprise customers along with product, engineering, and design teams using their real workflows and constraints as your testbed
• Communicate effectively across all levels of the organization
• Plan and run short, focused design-partner engagements where you ship early versions, collect structured feedback, and iterate quickly
• Generalize learnings from each design partner into reusable, productized capabilities rather than one-off bespoke models
• Partner with domain experts to curate high-quality eval guidelines and datasets for domains such as CSAT prediction and outcome prediction
• Use the best tools and models for the job
• Write clear specs and experiment reports that make tradeoffs and assumptions explicit
• Stay close to the research frontier in ML/AI, LLMs, and evals, translating promising ideas into pragmatic, shippable improvements
• Help translate solutions into publications, whitepapers, technical blogs, etc.

Applied Data Scientist

Video Editor

• Design and animate high-performing motion graphics across formats including product walkthroughs, feature launch videos, evergreen explainers, social media, YouTube, paid media, CRM campaigns, and internal initiatives
• Craft 2D motion graphics that reinforce the Cresta brand and elevate narrative storytelling
• Translate concepts into impactful animated visuals that support marketing and product marketing goals
• Transform raw product screens, recordings, and screenshots into stylized UI animations and interface walkthroughs
• Collaborate cross-functionally with designers, creative directors, editors, Product Marketing, Demand Generation, and producers from ideation through final delivery
• Own the end-to-end video lifecycle, including creative intake, concept development, storyboarding, editing, motion production, versioning, and final delivery
• Build and maintain a robust internal library of product marketing videos, ensuring assets remain relevant and are updated as features evolve
• Work within modern creative and production workflows using tools such as After Effects, Premiere, Illustrator, Photoshop, Frame.io, and Figma
• Manage multiple animation and video projects simultaneously while maintaining quality, organization, and speed
• Establish and evolve motion guidelines, templates, and scalable toolkits across channels and surfaces
• Maintain clean project files and adhere to version control, render presets, and naming conventions
• Support basic video editing needs and occasional remote capture, interviews, or long-form content repurposing as required
• Stay up-to-date on new production tools, services, and techniques, including generative AI-based offerings, to help us improve quality and efficiency in our production workflows.

Motion Graphics/Video Editor

• Design, develop, and refine large language model (LLM) workflows, including context engineering, prompt design, and evaluation frameworks to steer and improve model behaviors.
• Build language processing components for features such as intent detection, entity recognition, summarization, retrieval-augmented generation (RAG), and conversational response quality.
• Develop speech-to-text (ASR) and text-to-speech (TTS) workflows and evaluation frameworks, bridging audio-feature/signal-level processing with LLM-driven reasoning and orchestration.
• Fine-tune and evaluate models using quantitative and qualitative metrics to ensure robust performance across tasks.
• Analyze model outputs and conversational data to identify patterns, gaps, and failure modes, translating findings into actionable improvements.
• Define and apply linguistic evaluation criteria to ensure tone, clarity, intent understanding, and contextual accuracy.
• Experiment with prompt structures, retrieval strategies, and linguistic patterns to improve accuracy and robustness.
• Drive R&D-style exploration on cutting-edge speech and language systems where best practices are still emerging, rapidly prototyping novel approaches and validating them through rigorous experimentation.
• Lead data preprocessing, annotation, and language dataset creation, building reliable training and evaluation corpora.
• Design experiments to test model adaptations and new techniques, tracking performance and iterating based on data insights.
• Collaborate with software developers to integrate language models into production systems and ensure scalable deployment.
• Build tooling for model evaluation, monitoring, and continuous improvement pipelines. Extend evaluation and monitoring tooling to support large-scale, automated speech quality measurement for TTS and ASR in offline tests and production.
• Support performance optimization, model serving architecture, and infrastructure integration.
• Partner with product managers, conversation designers, UX researchers, and stakeholders to connect language capabilities with business objectives.
• Serve as the NLP & language subject-matter expert within multidisciplinary teams.
• Document methodologies, evaluation findings, best practices, and language guidelines to promote shared knowledge and reproducible workflows.
• Present results and recommendations clearly to internal and external stakeholders.