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. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI. We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta. About the Role: 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, play a major role in retention and expansion, and be an advocate for our customers internally to influence roadmap and process improvements. Responsibilities: - Enterprise Portfolio Management: Oversee a portfolio of approximately 10-15 enterprise clients, ensuring comprehensive management of large-scale organizations and effectively handling a mid-size volume of accounts. - Customer Relationship Management: Foster deep and strategic relationships with our customers, acting as a trusted advisor and advocate - Customer Journey Optimization: Continuously analyze and improve the customer journey, identifying opportunities to enhance customer experience and drive product adoption - Renewal and Expansion: Drive renewal and expansion efforts, ensuring customers are maximizing the value of our products and services and identifying opportunities for upselling and cross-selling - Metrics and KPIs: Track and be driven by broader Customer Success team KPIs including NRR and GRR. - Data-Driven Decision Making: Leverage data and analytics to inform decision-making and identify areas for improvement - Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive business growth - Account Management: Lead project and stakeholder management efforts by engaging with customers at all levels, from individual agents to executives, through regular meetings and executive business reviews (which you'll run) - Be a Builder: Build and configure the Cresta product for customers, while also enabling them to be fully enabled and self-sufficient Qualifications We Value: - 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. - Ability to manage complex internal and external processes: Involving multiple stakeholders and timelines, prioritizing accounts based on business needs Ensure all parties are kept informed with clear notes, action items, and next steps to keep projects on track and drive successful outcomes. - Autonomy and Scalability: Ability to independently handle tasks such as 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. - Go-To-Market Experience: 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 - Travel & Customer Engagement: Willingness to travel (~25%) 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 - 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 Compensation at Cresta Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table. The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family. Salary Range: $110,000–$145,000K base + Bonus + Offers Equity 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 recruiting@cresta.ai

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description A senior contract manager is responsible for acquiring and managing right of way agreements for various projects to support the company’s fiber optic network across North America. This role involves: - Drafting and negotiating right of way agreements with private companies, landowners, government agencies, and other parties. - Reviewing and analyzing title information, surveys, maps, and other documents to determine the ownership and encumbrances of the property. - Coordinating with project managers, engineers, surveyors, attorneys, and other team members to ensure the timely and accurate completion of right of way agreements. - Monitoring and managing the status and performance of right of way agreements, including payments, renewals, amendments, terminations, and disputes. - Maintaining and updating the right of way database and records, ensuring compliance with the company policies and procedures. - Preparing and presenting reports and summaries of right of way activities and issues to management and clients. - Creating a document turnover package to ensure compliance with company’s policies and procedures. - Acting as the main point of contact for major underlying rights providers and respective agreements. - Working with limited direction and guidance. Qualifications - Bachelor's degree or Master's degree, preferably in business, law, real estate, financial management or related field. - Minimum of 6+ years of relevant job experience in contract management, right of way acquisition, or land administration. - Preferably experience in telecom, outside plant design, construction, or network planning. - Expert knowledge of the principles and practices of right of way acquisition and management, including legal, regulatory, and environmental aspects. - Strong negotiation, communication, and interpersonal skills. - Ability to work independently and collaboratively in a fast-paced and dynamic environment. - High proficiency in Microsoft Office (Excel) and right of way software applications. Benefits Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - $84,629 - $112,838 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. - $88,860 - $118,480 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. - $93,092 - $124,122 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

• Developing and managing all assigned dealer customer portfolios that have been onboarding on Tekion products • Handling dealer inquiries and communications • Analyzing customer data to improve the experience • Evaluating and improving tutorials and support infrastructure • Mediating between dealer contacts and internal teams • Resolving customer requests and concerns through cross-functional partnership • Recommending solutions or products to enhance dealership operations • Anticipating customer needs based on product roadmap or projects • Demonstrating value internally and externally to promote growth and retention

• Lead the Onboarding stage from Day 1 post-implementation through successful handoff to the long-term Customer Success Manager, ensuring all milestones and success plays are completed. • Conduct training sessions, and success play reviews to embed Tekion workflows into daily operations. • Monitor Live User Sentiment (LUS) feedback, risk indicators, and adoption metrics to identify friction points and proactively resolve issues. • Build strong relationships with dealer executives and department managers; provide regular recaps and executive summaries. • Collaborate with Professional Services, HyperCare, Analytics, CRM, and Growth teams to ensure alignment and seamless transitions. • Track usage trends and operational KPIs; deliver actionable recommendations to improve adoption. • Log all touchpoints, maintain accurate records in AM, and ensure timely reporting of progress and risks, including an exit Summary that recaps efforts throughout their time in the stage. • Conduct onsite visits of 50 % travel to strengthen relationships, validate adoption, and improve sentiment. Travel is by plane and or car and could include overnights.