Cresta

VP of Customer Strategy

Cresta

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • Define and own Cresta’s Customer Strategy vision and engagement model for enterprise and strategic accounts
  • Serve as an executive sponsor and trusted advisor to C-suite stakeholders at Cresta’s largest customers, influencing enterprise-level decisions and long-term transformation roadmaps
  • Partner with Cresta executive leadership to align customer strategy with company priorities, growth goals, and product direction
  • Guide customers through AI-driven contact center, customer experience and enterprise transformations, aligning Cresta’s solutions to executive goals such as cost efficiency, revenue growth, compliance, and customer experience
  • Build, lead, and scale a team of Customer Strategy Directors, setting clear expectations, success metrics, and career development paths
  • Coach and mentor leaders on strategic account planning, executive presence, value articulation, and complex stakeholder management
  • Establish best practices, frameworks, and operating rhythms to ensure consistent, high-quality strategic engagements across accounts
  • Act as a multiplier by elevating the strategic and consultative capabilities of post-sales and go-to-market teams
  • Own the strategic positioning and evolution of Cresta’s professional services offerings in partnership with Services and Sales leadership
  • Provide executive oversight for scoping, resourcing, and deployment strategies for large, complex enterprise implementations
  • Ensure implementation approaches balance speed to value, scalability, governance, and long-term customer success
  • Partner cross-functionally to ensure seamless handoffs and alignment across Sales, Professional Services, Customer Success, and Product
  • Establish standards for business case development, ROI modeling, and value realization across strategic accounts
  • Ensure customer strategies are grounded in measurable outcomes, with clearly defined KPIs tied to financial, operational, and performance metrics
  • Drive internal alignment by enabling Sales, Customer Success, and Services teams with executive-ready messaging, value frameworks, and success planning methodologies
  • Develop and scale strategic assets such as playbooks, engagement frameworks, executive business reviews, and transformation roadmaps
  • Influence product and roadmap discussions by bringing forward insights from executive customer engagements and market trends

Requirements

  • 15+ years of experience leading contact center, customer experience, digital transformation or AI working for a global F500 B2C company. Alternatively, 15+ years in strategic, customer-facing roles within SaaS, enterprise technology, management consulting, or professional services
  • Demonstrated experience leading and scaling high-performing teams in a customer strategy, consulting, or post-sales leadership role
  • Proven ability to operate as a trusted advisor to C-suite executives and senior enterprise stakeholders
  • Deep expertise in business value creation, value realization, change management, and enterprise transformation
  • Strong understanding of how enterprise organizations are adopting and operationalizing Generative AI solutions
  • Extensive experience with large-scale enterprise software implementations and complex, multi-stakeholder programs
  • Exceptional executive communication, analytical, and problem-solving skills, with a strong orientation toward measurable outcomes
  • Ability to influence across functions and levels without direct authority and drive alignment in complex organizations.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer strategydigital transformationAI-driven contact centerenterprise transformationbusiness value creationvalue realizationchange managementlarge-scale enterprise software implementationsKPI developmentROI modeling
Soft skills
executive communicationanalytical skillsproblem-solving skillsinfluencing skillsstakeholder managementcoachingmentoringteam leadershipstrategic planningconsultative capabilities