Implementation Manager

About the role:

Implementation Manager at Cresta is highly impactful - you will be the first point of contact to our customers post sales and are responsible for ensuring successful delivery and realization of value for F500 enterprise customers. You'll be customer facing, working across multiple levels (end-users to execs) and internally across our engineering and success org. The team is still small and we have grown selectively, so you'll also be expected to contribute to defining the overall deployment process and system for us to create a world-class land-and-expand motion.

If you enjoy problem solving and figuring out scenarios where there might not be a defined answer, have world-class organization and project management skills, enjoy telling stories with data, and are comfortable working externally with customers and internally with engineering, then you might be a great fit.

Responsibilities:

• Spend 80% of your time on implementation for new deployments: 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
• Spend the other 20% of your time on implementation process and structure improvements: ensuring what we are doing scales, gets better, and leads to even more success for future customers
• 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

Qualifications We Value:

• Is highly organized: able 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
• Is a fantastic written and verbal communicator: able 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
• Is 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 previous software implementation experience (or similar customer facing role) with a bonus of having specific experience in telephony, messaging/chat, or AI software
• Is able to build strong external relationships with execs and in general able to take a consultative and strategic approach to solving customer problems
• Is willing to do some travel (10%) and be willing to be on frequent video calls with customers in EST - PST time zones

Perks & Benefits:

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Flexible vacation time to promote a healthy work-life blend
• Paid parental leave to support you and your family
• Monthly Gym & Phone allowance
• Work from home office stipend to help you succeed in a remote environment.
• Lunches and dinners included for in-office employees via Grubhub

Compensation:

Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in USA, and offer competitive local pay and benefits. Your recruiter can provide further details.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]