Customer Strategy Director

About the role:

Responsibilities: 

• Strategic Leadership:




• 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




• Services & Deployment Strategy




• 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


• Partner with internal teams across Professional Services, Sales, and Customer Success to ensure tight handoffs and long-term success




• Value Realization & ROI




• 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




• Internal Enablement




• 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

Qualifications We Value:

• 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