QUALIFICATIONS & SKILLS:

• Degree in Business, Science, or relevant field; ITIL v4 Foundation certification preferred.
• Minimum 5 years client-facing experience in telecom or IT industries.
• Strong leadership, communication, negotiation, and multicultural collaboration skills.
• Proficient in project and contract management, with financial acumen.
• Ability to operate in a matrix environment and manage geographically distributed teams.

ROLE PURPOSE:

The Customer Program Manager oversees the end-to-end delivery of complex, customized solutions for assigned clients, ensuring contractual compliance, customer satisfaction, and profitability. They manage program execution throughout the contract lifecycle, including solution design, service creation, and organic growth, while continuously improving processes and client engagement.

KEY RESPONSIBILITIES:

• Manage contractual obligations, monitor performance, and mitigate risks.
• Lead Request to Cash activities, including solution design, service creation, and vendor management.
• Oversee program delivery for small to medium enterprise accounts, ensuring scope, schedule, quality, and financial targets are met.
• Build and maintain strong client relationships, acting as the primary point of contact.
• Lead cross-functional teams, coordinate project activities, and ensure high customer satisfaction.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
• Manage P&L, identify upselling opportunities, and contribute to account strategy.