Associate Customer Program Manager

Overwatch Imaging • Hood River, OR

23h

About The Position

Overwatch Imaging is an imagery intelligence technology company working to bring sensor autonomy to time-critical airborne search, detection, tracking and monitoring missions. Our Automated Sensor Operator (ASO) software, native to our own line of purpose-built Smart Sensors and as an upgrade for airborne video gimbal platforms, brings Superhuman Vision and Workload Reduction to users of real-time imagery intelligence systems. We fundamentally believe that modern edge processing and AI-enabled autonomy can perform an important set of time-critical imagery intelligence missions better, faster and more safely than humans can alone. Founded in 2016 in Hood River, Oregon, we support private sector companies as well as federal, state and local agencies around the world with missions ranging from wildfire mapping and disaster response to law enforcement, border security, maritime domain awareness and tactical intelligence.

Overwatch is seeking a n Associate Customer Program Manager who is responsible for the successful execution and growth of contracts for Overwatch Imaging . The Associate Customer Program Manager will support customer satisfaction and success throughout contract award , implementation , deployment and sustainment . The Associate Customer Program Manager is responsible for developing a keep-it-sold strategy that cultivates customer satisfaction and identifies and captures follow-on sales opportunities.

Requirements

• Experience maintaining positive customer relationships
• Experience gathering customer feedback and reporting that feedback to internal stakeholders
• Ability to interpret statements of work, deliverables and customer requirements to ensure execution a lignment.
• Able to prepare clear status reports, meeting notes and action item tracking for customer-facing engagements.
• Comfortable learning and then providing basic technical support to customers including software updates, basic troubleshooting, and operational guidance.
• Expert c ommunication skills and ability to influence people and decisions .
• Strong organizational skills and exceptional data management
• Ability to track , manage multiple customer programs.
• Driven by customer success
• Thrives in a dynamic, fast-paced small startup business environment
• Creative mind with the ability to think outside the box
• Highly motivated self-starter able to work independently and with a team
• Enjoys hands-on work and learning new skills
• Eager to solve real-world problems and accept new challenges
• Takes pride in winning business and maintaining happy customers
• 2 + years of experience in a customer facing role

Nice To Haves

• Experience with intelligence systems operating on or in conjunction with piloted or unmanned aircraft is a plus.
• Experience with export compliance requirements and activities is a plus
• Understanding of US Government procurement practices is a plus
• Experience developing customized products , software and service offerings and preparing proposals is a plus .
• graduate education degree (MBA, Ph.D., etc.) or relevant military experience a plus .
• U nderstanding of imaging fundamentals, image data analytics and AI is a plus.
• Experience managing software as a service program is a plus

Responsibilities

• Make customers and their needs the primary focus and work diligently with internal teams to ensure customer satisfaction and mission success.
• Maintain frequent and consistent communication to keep customers well informed of all aspects of the ir program.
• Occasional t ravel to customer locations to support product delivery, integration, training, and other activities as appropriate when Program Manager is unavailable.
• Help to o btain regular feedback on delivered products and distribute that feedback to internal teams.
• Ensure program scope details are well understood by coordinating with Business Development , Program Manager and customer stakeholders to accurately document customer needs and contract requirements during opportunity capture activities.
• Responsible for reviewing all customer contracts for purchase orders, statements of work , T&Cs and i dentifying scope changes or emerging risks.
• Ensure first-time quality and a high level of customer satisfaction by clearly and regularly communicating customer needs and contract requirements to internal stakeholders.
• Coordinate with internal team s to resolve issues that negatively impact customer success or customer satisfaction in a timely manner .
• Drive solutions to technical issues with delivered customer systems by gathering all relevant information and leading the internal troubleshooting process.
• Continually grow and maintain an understanding of company products in the ir current state and as they evolve over time.
• Identify continuous improvement opportunities for company processes and tools and lead efforts to implement those improvements.

Benefits

• Growth Opportunities: As a team member of a true startup, you will learn by doing and shape our future. The opportunities are limitless for those who want to grow their career.
• Impact Opportunity: We work on missions that matter to keep people safe and make the world better, and we do it without bureaucracy at the speed of a startup.
• Team Collaboration: Work in a fast-paced, collaborative environment with amazing teammates. The Overwatch Imaging leadership team believes in an open-door policy, meaning everyone has a voice and access to guidance, advice, feedback, and the ability to pitch crazy new products or ideas.
• Late Start Wednesday: A weekly block to have focus time away from meetings and calls. An opportunity to work from home, flex your schedule or self-directed time to focus on training and development.
• Time Off: Generous PTO to empower employees to make decisions about work life balance based on work and home needs.
• Holidays: Overwatch Imaging recognizes 10 company holidays.
• Ownership: Equity/Stock Options in our rapidly growing company.
• Health Benefits: Medical/Dental premiums 100% covered by Overwatch Imaging for employees and their families, plus available pre-tax health savings account.
• 401K: Employer matching contributions up to 4% of pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed