Customer Success Manager, Cresta
Enterprise
Real-time intelligence for contact centers
Job no longer available
Real-time intelligence for contact centers
201-500 employees
Job no longer available
201-500 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- Bachelor's degree in business, marketing, or a related field; MBA preferred
- 5+ years of experience in a customer-facing role, preferably in a SaaS or enterprise software environment
- Strong project management and problem-solving skills, with the ability to manage multiple projects and clients simultaneously
- Proven track record of achieving customer retention and growth goals
- Excellent communication skills, both written and verbal, with the ability to articulate complex ideas and strategies to both technical and non-technical audiences
- Strong leadership skills with the ability to manage and motivate cross-functional teams
- Experience with Salesforce or other CRM software, as well as other customer success tools and technologies
- Demonstrated ability to work independently and as part of a team in a fast-paced, high-growth environment
- A passion for customer success and a strong desire to exceed customer expectations
- Willingness to travel as needed (up to 25%)
- If you enjoy solving problems faced by large enterprise companies, have world-class written and verbal communication skills, and able to handle data analysis, external presentations, and organize internal and external project timelines, then you might be a great fit
What the job involves
- Our Customer Success Managers are strategic partners with our customers, staying closely aligned with their business needs and goals in order to ultimately deliver business value from Cresta
- We've grown the team very carefully and you would be joining a small team of high performers and be expected to learn fast, be involved in the acquisition, retention and expansion of accounts, and in general define what Customer Success should look like for a high growth enterprise software company. It's a highly impactful and visible role
- Spend 80% of your time on existing Cresta customers: making sure they are maximizing their value of Cresta by strategizing and implementing initiatives to increase engagement, changing utilization approaches based on new business context, and making recommendations on product improvements to better meet the customer's needs
- Spend the other 20% of your time on new Cresta customers: Ensuring mutual success through a combination of external and internal project management managing a wide set of people and processes in order to deploy our software in an efficient and effective manner
- Regularly interface with multiple levels of customers from individual agents to executives through regular recurring meetings and quarterly business reviews (which you'll run)
- Closely collaborate with Sales, Product, Marketing, and Engineering in order to meet existing, new, and future customer needs
- Define the processes and playbooks for how Customer Success at Cresta will grow and scale to more customers
Otta's take
Xav Kearney
CTO of Otta
Cresta is an innovative customer service platform, which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees, and analyses why they outperform their colleagues, before providing personalized guidance to other members of staff.
This unique approach makes it possible to share best practices rapidly, and both improve and consistently implement customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition to this, the machine learning aspect of Cresta enables companies to continually optimize their performance.
Considering that over a trillion dollars is spent by businesses globally on customer service calls every year, Cresta has been afforded a massive opportunity if it can continue to improve this side of business for its clients. The company has already been recognized as an innovator in the space, and the expansion of its AI solutions suggests it is poised and ready to move with the times and find further success.
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2022
$80m
SERIES C
Mar 2021
$50m
SERIES B
Total funding: $151m
Company benefits
- Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
- Weekly lunch & learn
- Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us
Company values
- Don't accept the customer's status quo. Obsess over inventing on behalf of the customer. 99% of the world's innovations have yet to be discovered.
- Hustle after every ball. Every day, every line of code and each team member collectively builds the bigger picture. Don't settle for stagnation and don't settle for a no - find a way.
- Trust and amplify. We are building a long term team. Implicitly trust the team and show respect to everyone. Deliver direct and candid feedback - it helps everyone grow. Build bridges that invest in others.
- Move with speed, not haste. Speed is critical. Our success depends on our pace of innovation. However, technical debt is real. Build with the long term plan in mind.
- Obsess over the result. Move with determination, intensity and focus on the customer's result. Value the team's ego over individual ego: the best idea and result wins.
- Have a leader's mindset. Leaders set the benchmark for behavior and inspire others to grow. It's never why the company does something - it's our company, let's build it.
Company HQ
University South, Palo Alto, CA
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