Customer Program Manager

We are seeking a Multidisciplinary Customer Program Manager who thrives in complex environments and can work across technical and business domains.

The ideal candidate will be responsible for guiding customers through onboarding, adoption, and optimization across a portfolio that includes hardware, software, and services.

This is a cross-functional role that bridges product, engineering, support, sales, and customer operations to ensure customer satisfaction, retention, and growth.

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