Customer Program Manager

Overwatch Imaging•Nashville, TN

10h•Hybrid

About The Position

Customer Program Manager - Tactical About Overwatch: 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. About this Role: Customer Program Manager — Tactical Applications Overwatch seeks a Customer Program Manager responsible for the successful execution and growth of defense industry contracts for Overwatch Imaging. The Customer Program Manager will be an advocate for customer satisfaction and success throughout product development, deployment, implementation, and sustainment. The Customer Program Manager is responsible for developing a keep-it-sold strategy for cultivating customer satisfaction and for identifying and closing follow-on sales opportunities. Focus Area This role will be dedicated to growing and supporting Overwatch's presence in the tactical market, managing customer programs and relationships across mission areas including: - Aviation — supporting platforms and use cases across manned and unmanned aviation systems - ISR (Intelligence, Surveillance, and Reconnaissance) — managing programs tied to mission-critical data collection and situational awareness capabilities - CAS (Close Air Support) — overseeing customer relationships tied to time-sensitive, high-stakes coordination use cases - Law Enforcement — managing programs that support field operations and public safety missions - Border Security — driving customer success across surveillance, monitoring, and response programs in border operations This isn't an exhaustive list — the tactical landscape is evolving, and this role will need to stay close to emerging mission needs across adjacent markets as they arise. The Customer Program Manager will work closely with the Product Owner for Tactical Applications, ensuring customer needs, feedback, and follow-on opportunities are translated into clear product direction — serving as the connective link between customer-facing program execution and internal product strategy. What You’ll do: - Program Execution: Coordinate with internal product realization team to oversee customer specific solutions, release schedules, program milestones and contractual deliverables. Support, lead, and delegate tasks for successful program execution to ensure timely delivery of products and services to customers as committed. - Technical Performance: Technical understanding to support use-case development, integration, and troubleshooting of risks and issues. Continually grow and maintain an understanding of the customers’ needs, the product development as it evolves over time, and customer operations to ensure customer satisfaction. Obtain feedback on customer solutions and serve as the voice of the customer, bringing key customer needs, expectations, and feedback into the product development team. - Profit and Loss Responsibility: With knowledge and understanding of customer needs, work to develop follow-on business proposals to provide value and meet company financial objectives. - Customer Relationship Management: Make customers and their needs a primary focus and work diligently to ensure customer satisfaction and success. Develop and sustain productive customer relationships. Identify and capture opportunities for follow-on sales based on future customer needs.

Requirements

Experience maintaining customer relationships across technology upgrade cycles
Experience managing delivery of both commercialized and customized product, software, and service offerings
Experience with intelligence systems operating on or in conjunction with piloted or unmanned aircraft
Experience with US Government acquisition and procurement processes
Experience with Export Compliance requirements and activities
Experience proposing and managing US DoD contracts
3+ years of experience managing customer facing programs
Eligible to maintain a US Secret Security Clearance
Expert communication skills and influence
Strong organizational skills and exceptional data management
Knowledge of schedule and risk development and management principles
Ability to track and manage multiple customer programs from inception to implementation
Ability to balance company goals and priorities with program/customer priorities to ensure customer, program, and company success
Thrives in a dynamic, fast-paced small startup business environment
Highly motivated self-starter able to work independently and with a team
Enjoys hands-on work and learning new skills
Eager to learn and solve real-world problems and accept new challenges
Takes pride in winning business and maintaining satisfied customers
All applicants must be authorized to work on a permanent basis in the United States.

Nice To Haves

Experience managing Software as a Service programs a plus
PMP certification or bachelor’s degree in management and leadership or related technical field, or relevant military experience a plus
Technical understanding of Aerial Imaging and remote sensing and understanding of imaging fundamentals, image data analytics, and AI/ML is a plus

Responsibilities

Coordinate with internal product realization team to oversee customer specific solutions, release schedules, program milestones and contractual deliverables.
Support, lead, and delegate tasks for successful program execution to ensure timely delivery of products and services to customers as committed.
Technical understanding to support use-case development, integration, and troubleshooting of risks and issues.
Continually grow and maintain an understanding of the customers’ needs, the product development as it evolves over time, and customer operations to ensure customer satisfaction.
Obtain feedback on customer solutions and serve as the voice of the customer, bringing key customer needs, expectations, and feedback into the product development team.
With knowledge and understanding of customer needs, work to develop follow-on business proposals to provide value and meet company financial objectives.
Make customers and their needs a primary focus and work diligently to ensure customer satisfaction and success.
Develop and sustain productive customer relationships.
Identify and capture opportunities for follow-on sales based on future customer needs.

Benefits

Growth Opportunities
Impact Opportunity
Team Collaboration
Late Start Wednesday
Time Off: Generous PTO
Holidays: Overwatch Imaging recognizes 10 company holidays.
Ownership: Equity/Stock Options
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume