Customer Program Manager at TRG in Gilbert, AZ

Job description

• The Customer Program Manager (CPM) owns the long-term relationship with assigned enterprise customers and is responsible for coordinating technology deployments, lifecycle management, and ongoing program delivery for the duration of the customer relationship. This role acts as the primary trusted advisor and escalation point for the customer across all internal teams.
• The CPM leads large-scale technology deployment, rollout, and lifecycle management projects for enterprise customers. This role serves as the primary point of accountability for project planning, customer communication, deployment readiness, order execution, scheduling, and successful delivery.
• The ideal candidate combines strong project management skills with a hands-on operational mindset and is comfortable working across sales, operations, field services, logistics, procurement, and customer teams to drive projects from initial order receipt through final deployment completion.
• This position is highly visible within the organization and requires the ability to manage multiple concurrent projects while maintaining exceptional customer satisfaction, operational execution, and long-term account continuity. Experience in technology deployments, managed services, device lifecycle management, mobility, POS, field services, or IT asset management environments is strongly preferred.

Responsibilities

• Project Leadership & Customer Management
• Own the end-to-end customer relationship for assigned accounts; act as the primary point of contact and internal advocate for the customer.
• Lead multiple concurrent customer deployment projects ranging from hundreds to thousands of devices across multiple locations.
• Serve as the primary customer-facing project manager throughout the project lifecycle.
• Maintain continuity across multiple projects, releases, and vendors to ensure consistent customer experience and program-level delivery.
• Develop and maintain project plans, deployment schedules, milestones, risk logs, and communication plans.
• Facilitate project kickoff meetings, status reviews, executive updates, deployment readiness reviews, Quarterly/Annual Business Reviews (QBRs), and other governance as needed.
• Manage project scope, timelines, risks, dependencies, and issue resolution.
• Deployment & Order Execution
• Ensure operational activities align to the broader customer program roadmap and long-term commitments.
• Manage the operational execution of customer orders required to support project deployments.
• Create, review, and maintain project-related transactions within ERP and service management platforms.
• Ensure alignment between customer demand, inventory availability, deployment schedules, and operational capacity.
• Validate project data accuracy and proactively identify discrepancies that could impact delivery timelines.
• Coordinate deployment schedules with internal teams, customers, and third-party service providers.
• Project Planning & Reporting
• Maintain account-level roadmaps and multi-year deployment plans in addition to detailed project schedules and deployment forecasts.
• Monitor project progress against key milestones and service-level commitments.
• Provide regular project status reporting to customers and executive leadership, synthesizing project-level status into program-level reporting.
• Track project metrics, deployment progress, risks, issues, and corrective actions.
• Develop post-project reviews, lessons learned, and process improvement recommendations.
• Process Improvement
• Identify opportunities to improve project delivery processes, reporting, and system utilization.
• Participate in automation and workflow improvement initiatives.
• Support the development of standard operating procedures and best practices within the PMO.
• Capture customer feedback, coordinate product/process improvement requests, and ensure lessons learned are applied across the account.
• Contribute to continuous improvement efforts focused on scalability, customer experience, and operational efficiency.
• Leadership & Mentorship
• Provide guidance and mentorship to junior project managers and project coordinators.
• Lead cross-functional teams without direct authority to achieve project objectives.
• Ensure smooth handoffs between project teams over time to preserve institutional knowledge and customer continuity.
• Support PMO initiatives and special projects as assigned.

Requirements

• Bachelor's degree in Business, Supply Chain, Information Technology, Project Management, or related field; equivalent experience considered.
• 5–7 years of project management experience in technology deployments, managed services, logistics, supply chain, field services, IT lifecycle management, or related industries.
• Demonstrated success managing large, multi-site deployment or rollout projects.
• Proven experience in customer- or account-facing roles, including managing executive relationships and escalations.
• Experience working within ERP, CRM, or service management platforms such as NetSuite, ServiceNow, Salesforce, SAP, Oracle, or similar.
• Strong understanding of project planning, scheduling, risk management, and stakeholder communication.
• Advanced Microsoft Excel and Microsoft Project skills.
• Excellent organizational, analytical, and problem-solving abilities.
• Commercial awareness of contracts, SLAs, renewals, and scope/change management.
• Strong written, verbal, and presentation skills.
• PMP certification or equivalent project management certification.
• Experience supporting enterprise technology deployments involving endpoints, mobility devices, POS systems, kiosks, networking equipment, or IT infrastructure.
• Experience managing field service installations and nationwide rollout programs.
• Experience with NetSuite, ServiceNow, SharePoint, and Power BI.
• Familiarity with warehouse, logistics, inventory management, or device lifecycle management operations.
• Experience supporting customers with 1,000+ locations or 5,000+ employees.
• Experience in customer success, program-level account management, or roles requiring long-term customer stewardship.

Skills

Required

• Project management
• Customer relationship management
• Stakeholder communication
• Risk management
• Project planning and scheduling
• Microsoft Excel (advanced)
• Microsoft Project (advanced)
• Organizational skills
• Analytical skills
• Problem-solving
• Written, verbal, and presentation skills

Preferred

• PMP certification or equivalent