Customer Program Manager

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CTC:

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Role Overview

Customer Program Manager

project and program management

Key Roles & Responsibilities

Program & Project Delivery

• Lead customer engagements to meet

  scope, timeline, budget, and quality

  commitments.
• Manage

  very large and complex projects/programs

  , spanning single or multiple geographies.
• Plan, execute, monitor, and close projects across the full delivery lifecycle.
  
• Ensure compliance with contractual obligations and customer expectations.
  
• Manage dependencies across corporate teams, customers, and third-party vendors.
  
• Identify, assess, and mitigate

  program risks

  , including legal and commercial risks.

Financial & Commercial Management

• Own

  end-to-end P&L responsibility

  for assigned customer programs.
• Meet or exceed

  SOAR-approved budgets

  and financial targets.
• Provide accurate financial forecasts, revenue tracking, and variance analysis.
  
• Manage billing, invoicing, and revenue recognition in alignment with contracts.
  
• Drive program profitability through cost optimization and financial discipline.
  

Customer & Stakeholder Management

• Manage senior-level and

  C-level customer relationships

  .
• Act as the primary point of contact and

  trusted advisor

  for key clients.
• Represent the organization in executive meetings, steering committees, and reviews.
  
• Resolve escalations effectively to ensure high levels of client satisfaction.
  
• Deliver executive-level presentations, business reviews, and performance updates.
  

Account Growth & Opportunity Management

• Identify and develop

  new opportunities

  within existing customer accounts.
• Support early qualification and assessment of

  large, complex opportunities

  .
• Act as

  opportunity manager

  for high-risk or strategic deals.
• Collaborate with sales teams on proposal development, solutioning, and negotiations.
  
• Drive account expansion, renewals, and long-term customer growth.
  

Team & Resource Leadership

• Lead and manage

  cross-functional teams

  of up to

  40+ resources

  .
• Allocate resources effectively across programs and projects.
  
• Mentor, coach, and support team members skill and career development.
  
• Provide performance feedback, evaluations, and development recommendations.
  
• Foster a collaborative, high-performance, and engaged team culture.
  

Governance, Process & Continuous Improvement

• Establish and maintain

  portfolio and project management environments

  .
• Define and implement delivery policies, standards, and engagement roadmaps.
  
• Contribute as a member of the

  Engagement Program Management Office (EPMO)

  .
• Drive process improvements, best practices, and project management innovation.
  
• Provide expert guidance on complex business issues and program challenges.
  
• Contribute to the

  PM profession community

  through mentoring and thought leadership.

Required Skills & Experience

Experience & Qualifications

• 7+ years of experience in

  project/program management

  or similar leadership roles.
• Proven track record managing

  very large, complex, multi-region programs

  .
• Experience handling

  high-risk and high-complexity customer engagements

  .

• PMP Certification – Mandatory

  .
• Bachelor’s degree in a relevant field.
  

Project & Program Management Expertise

• Strong command of

  Waterfall, Agile, and Hybrid

  delivery methodologies.
• Deep knowledge of

  PMBOK, PRINCE2

  , or equivalent frameworks.
• Expertise in

  portfolio and program management

  practices.
• Advanced understanding of project lifecycle management.
  
• Strong risk management and mitigation capabilities.
  

Financial & Commercial Acumen

• Full

  P&L ownership

  and financial accountability.
• Budgeting, forecasting, and financial variance analysis.
  
• Revenue recognition, billing, and invoicing processes.
  
• Contract management and commercial negotiation experience.
  
• Business case development and ROI analysis.
  

Customer & Stakeholder Skills

• Upper-level client and

  executive stakeholder management

  .
• Strong customer-facing communication and presentation skills.
  
• Ability to represent the organization externally with confidence.
  
• Proven escalation, conflict resolution, and negotiation skills.
  

Leadership & Behavioral Skills

• Strong people leadership and resource management capabilities.
  
• Mentoring, coaching, and performance management experience.
  
• Excellent analytical and problem-solving abilities.
  
• Ability to exercise independent judgment in complex situations.
  
• Strong written, verbal, and executive-level communication skills.
  
• Ability to manage ambiguity and deliver results in high-pressure environments.
  

Education

• Bachelor’s degree

  in a related discipline.