Customer Program Manager

Team: Customers Operations

Location: London

Commitment: Full-time

Workplace Type: onsite

Key Responsibilities:

Program Management: Act as the primary point of contact for assigned accounts, developing long-term relationships and strategic engagement plans.
Customer Onboarding: Lead structured onboarding processes tailored to D-fend product lines.
Cross-Domain Expertise: Translate technical and operational needs into clear success strategies.
Support Coordination: Work with technical support, engineering, and field services teams to resolve customer issues and manage escalations.
Training & Enablement: Deliver or coordinate training sessions across disciplines, ensuring customer proficiency with all relevant tools and systems.
Lifecycle Engagement: Own the customer journey from post-sale through renewal, identifying opportunities for upselling, cross-selling, and proactive engagement.
Risk Mitigation: Monitor customer health metrics and proactively intervene to reduce churn or dissatisfaction.
Feedback Loop: Serve as a customer advocate internally, contributing insights to product development, roadmap planning, and service improvements.

Qualifications:

At least 5+ years in a Customer Success, Account Management, or Technical Project Management role
Experience working with both hardware and software products, preferably in Law enforcement, security and military environments
Strong communication and interpersonal skills; ability to influence both technical and non-technical stakeholders
Proven ability to manage multiple projects and customers simultaneously
Excellent problem-solving and critical thinking abilities
Bachelor’s degree in Business, Engineering, Information Technology, or a related field
Excellent written and verbal communication skills
Familiarity with RF based systems and environments