d-fendsolutions - Customer Program Manager

London1w ago

In Office Senior EMEA Program Manager Customer Training Customer Success Account Management Program Management Customer Onboarding Cross-selling Upselling

Requirements

• This is a cross-functional role that bridges product, engineering, support, sales, and customer operations to ensure customer satisfaction, retention, and growth. • We are seeking a Multidisciplinary Customer Program Manager who thrives in complex environments and can work across technical and business domains. • 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

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.