Program Director

• The Program Director, Strategic Accounts is a senior customer leader responsible for driving end-to-end deployments and value realization across Cresta’s largest and most strategic enterprise customers (>$5M ARR)
• In this role, you will serve as the executive sponsor and trusted advisor to C-level stakeholders, orchestrating complex, multi-stream AI transformation programs across global organizations
• You will manage the work of a team of Implementation Managers, Conversation Design and Customer Engineering, ensuring flawless execution and measurable business impact
• This role demands a blend of strategic vision, executive communication, operational rigor, and a deep understanding of enterprise transformation in the AI era
• You’ll partner closely with Sales and Executive Leadership to drive growth, adoption, and advocacy across Cresta’s most valuable customer relationships
• Drive Enterprise Transformation:
• Own the success of large-scale, multi-phase AI transformation programs for Cresta’s top enterprise customers, ensuring business outcomes are realized across multiple business units and geographies
• Executive Stakeholder Management:
• Serve as the senior point of contact for customer executives (C-suite and VP level), providing strategic direction, thought leadership, and proactive guidance on maximizing ROI from Cresta’s platform
• Program Leadership:
• Lead a matrixed team of Implementation Managers, Solution Architects, Conversation Design and Customer Engineering to deliver complex implementations on time and within scope — balancing speed, quality, and customer satisfaction
• Cross-Functional Collaboration:
• Partner closely with Sales Leadership, Customer Success, Product, and Engineering to align strategic initiatives, forecast expansion opportunities, and drive long-term customer growth
• Operational Excellence:
• Standardize delivery practices, governance models, and success frameworks to scale efficiently across accounts while maintaining white-glove service
• Technical Product Knowledge
• Insight and understanding of the Cresta product and configuration methodology in order to help assess & determine the critical path for working teams to overcome roadblocks
• Internal Influence and Leadership:
• Represent the voice of the customer to Cresta’s Executive Team, influencing product direction, go-to-market strategy, and delivery innovation

Benefits

• Weekly lunch & learn
• Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
• Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us- Strong financial acumen and ability to connect technical outcomes to business value and ROI
• Exceptional communication and executive presence — able to influence C-level audiences and synthesize complex technical and business topics with clarity
• Adept at building trusted, long-term relationships across Sales, Customer Success, and Product organizations
• 12+ years of experience in enterprise customer delivery, professional services, or program management roles within SaaS, AI, or CX transformation domains
• Proven success leading large-scale software deployments for Fortune 500 customers with >$5M in ARR and multiple stakeholder groups
• Deep expertise in executive engagement, enterprise governance, and change management for complex technology programs
• 3+ years of experience managing or mentoring implementation or delivery teams
• Willingness to travel up to 20% for executive engagements and key customer milestones
• Comfortable operating in a fast-paced, high-growth environment with ambiguity and autonomy
• Experience with contact center technology, conversational AI, or analytics platforms strongly preferred