Senior Customer Success Manager

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Cresta

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AI • Machine Learning • Voice • Chat • Contact Center

201 - 500

Description

• Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. • Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. • Join us on this thrilling journey to revolutionize the workforce with AI. • As a Customer Success Manager at Cresta, you will play a pivotal role in ensuring our customers' success and driving business growth. You will foster strong customer relationships, own retention and expansion, and be an advocate for our customers internally to influence roadmap and process improvements.

Requirements

• Being a fantastic written and verbal communicator: ability to put together presentations that tell a compelling story, to have difficult conversations on changing processes or behaviors across multiple levels of customers, and to be able to stand your ground or back up your recommendations with data. • High operational rigor and organization: ability to manage complex internal and external processes with many different stakeholders and timelines ensuring that all parties are kept in the loop with clear notes, action items, and next steps to keep projects on track and successful. • Being autonomous and able to be self sufficient in tasks like basic data analysis, lightweight software configuration, and in general able to pick up new skills quickly and build out processes and tools to scale work beyond single customers. • Has a background in customer success (or a role where you were primarily interacting with external customers) and ideally experience with sales, care, or retention teams with an added bonus of working at or in a contact center environment • Willingness to travel (~25%) and be willing to be on frequent video calls with customers in EST - PST time zones

Benefits

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs • Paid parental leave to support you and your family • Monthly Health & Wellness allowance • Work from home office stipend to help you succeed in a remote environment • Lunch reimbursement for in-office employees • PTO: Flexible