• 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