Program Director

About the Role:

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.

What You’ll Do:

• 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.

What We’re Looking For:

• 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.
• 3+ years of experience managing or mentoring implementation or delivery teams.
• Deep expertise in executive engagement, enterprise governance, and change management for complex technology programs.
• Exceptional communication and executive presence — able to influence C-level audiences and synthesize complex technical and business topics with clarity.
• Strong financial acumen and ability to connect technical outcomes to business value and ROI.
• Adept at building trusted, long-term relationships across Sales, Customer Success, and Product organizations.
• Comfortable operating in a fast-paced, high-growth environment with ambiguity and autonomy.
• Willingness to travel up to 20% for executive engagements and key customer milestones.

Bonus Points:

• Experience with contact center technology, conversational AI, or analytics platforms strongly preferred.