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. The future of work is here, and it's at Cresta.
About the Role
As our first EMEA Forward Deployed Product Manager, AI Agent, you will create, deploy and optimize AI Agents that transform our customers' businesses and delight their customers. This highly cross-functional and customer-facing role blends product thinking, a nose for value, and project leadership with senior customer executives. At the end of the day, you own each AI Agent and the outcomes they drive for our customers, and you take that personally. You are a creative, pragmatic problem solver who thrives in fast-paced environments, rolls up your sleeves to build, and excels at turning ambiguity into execution.
What You'll Do
- Own AI Agent outcomes for our customers , defining and delivering on the metrics that move the needle. This includes finding additional automation opportunities that can provide even more value!
- Own the deployment lifecycle for AI Agents , from scoping and kickoff to launch and post-go-live optimization
- Design, build, test and iterate on AI agents in partnership with Forward Deployed Engineers (FDEs) using Cresta's internal tools and the latest technologies to deliver the highest customer ROI
- Serve as the AI Agent SME for the EMEA Sales cycle, partnering on demos, solutioning, and deal reviews to ensure technical feasibility, value articulation, and successful handoff to deployment.
- Lead customer relationships and act as the primary point of contact for AI Agent. Help customers move faster to ensure we can deliver quickly and effectively.
- Facilitate workshops and design sessions with customer stakeholders to align on agent use cases, workflows, and success criteria
- Work closely with FDEs to ensure smooth implementation, build new capabilities as needed and provide feedback and improvements to our broader platform
- Improve our playbooks for agent development and customer deployment
- Build our forward deployed practice for EMEA, setting the standards for future growth
What We're Looking For
- 5+ years of experience in Technology Consulting, Implementations, Product, or Customer Success roles, ideally working closely with AI or LLM first products
- Hands-on work style – curiosity with a bias for action. You anticipate needs and bottlenecks and deliver with urgency and care.
- Experience leading complex deployments, owning customer relationships (including senior customer stakeholders), and working cross-functionally
- Strong technical understanding, systems thinking and exposure to building Agents (not necessarily conversational, personal projects count!)
- Comfortable working with ambiguity and learning quickly in a dynamic startup environment
- Passion for AI, automation, and shaping the future of customer experience
Bonus Points
- Background in product management, conversation design or forward deployed engineering roles
- Experience in a startup or high-growth SaaS environment
- Familiarity with customer support and contact center operations
Perks & Benefits
We offer a comprehensive and people-first benefits package to support you at work and in life:
- Comprehensive medical, dental, and vision coverage with plans to fit you and your family
- Paid parental leave for all new parents welcoming a new child
- Remote work setup budget to help you create a productive home office
- Monthly wellness and communication stipend to keep you connected and balanced
- 20 days of vacation time