Customer Program Manager

TRG•Westlake, OH

10d

About The Position

TRG is seeking a Customer Program Manager to own long-term relationships with assigned enterprise customers and coordinate technology deployments, lifecycle management, and ongoing program delivery. The role serves as the customer’s primary trusted advisor, internal advocate, and escalation point across the organization. It leads large-scale, multi-site technology deployment and rollout projects from initial order receipt through final deployment completion, with accountability for planning, customer communication, deployment readiness, order execution, scheduling, and delivery. The Customer Program Manager works across sales, operations, field services, logistics, procurement, and customer teams. The position manages multiple concurrent projects while maintaining customer satisfaction, operational execution, and account continuity. It also maintains account-level roadmaps and multi-year deployment plans, reports project and program progress, improves delivery processes, and mentors junior project managers and coordinators. The role is ideally performed in person with the CPM and PM team.

Requirements

Bachelor's degree in Business, Supply Chain, Information Technology, Project Management, or a related field; equivalent experience is 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.
Experience in customer- or account-facing roles, including managing executive relationships and escalations.
Experience with 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.
Strong organizational, analytical, and problem-solving abilities.
Commercial awareness of contracts, SLAs, renewals, and scope/change management.
Strong written, verbal, and presentation skills.

Nice To Haves

PMP certification or equivalent project management certification.
Experience with 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.
Experience in technology deployments, managed services, device lifecycle management, mobility, POS, field services, or IT asset management environments.

Responsibilities

Own the end-to-end relationship for assigned accounts and serve as the primary customer contact and internal advocate.
Lead multiple concurrent deployment projects, including large-scale rollouts involving hundreds to thousands of devices across multiple locations.
Serve as the primary customer-facing project manager throughout the project lifecycle.
Maintain continuity across projects, releases, and vendors to support a consistent customer experience and program-level delivery.
Develop and maintain project plans, schedules, milestones, risk logs, and communication plans.
Facilitate kickoff meetings, status reviews, executive updates, deployment readiness reviews, Quarterly/Annual Business Reviews, and other governance activities.
Manage project scope, timelines, risks, dependencies, and issue resolution.
Align operational activities with customer program roadmaps and long-term commitments.
Manage operational execution of customer orders supporting project deployments.
Create, review, and maintain project transactions in ERP and service management platforms.
Align customer demand, inventory availability, deployment schedules, and operational capacity; validate data and identify discrepancies that may affect delivery.
Coordinate deployment schedules with internal teams, customers, and third-party service providers.
Maintain account-level roadmaps, multi-year deployment plans, detailed project schedules, and deployment forecasts.
Monitor milestones and service-level commitments and report project status to customers and executive leadership.
Track project metrics, progress, risks, issues, and corrective actions; synthesize project status into program-level reporting.
Develop post-project reviews, lessons learned, and process improvement recommendations.
Identify improvements to project delivery processes, reporting, and system utilization; participate in automation and workflow initiatives.
Support development of PMO standard operating procedures and best practices.
Capture customer feedback, coordinate product and process improvement requests, and apply lessons learned across accounts.
Contribute to continuous improvement focused on scalability, customer experience, and operational efficiency.
Guide and mentor junior project managers and project coordinators.
Lead cross-functional teams without direct authority and support smooth project handoffs that preserve institutional knowledge and customer continuity.
Support PMO initiatives and special projects as assigned.