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Customer Program Manager

We are hiring a 

About this role: 
Overwatch is seeking a Customer Program Manager who is responsible for the successful execution and growth of contracts for Overwatch Imaging.  The Customer Program Manager is an advocate for customer satisfaction and success throughout product development, implementation, and deployment.  The Customer Program Manager is responsible for developing a keep-it-sold strategy that cultivates customer satisfaction and identifies and captures follow-on sales opportunities.
What you'll do: 
  • Customer Relationship Management:

    • Be the voice of the customer within the company by working directly with customers to gain a deep understanding of current and future customer needs.

    • 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 their program.

    • Travel to customer locations to support product delivery, integration, training, and other activities as appropriate.

    • Obtain regular feedback on delivered products and distribute that feedback to internal teams.


  • Program Excution:

    • Ensure program scope details are well understood by coordinating with Business Development and customer stakeholders to accurately document customer needs and contract requirements during opportunity capture activities.

    • Ensure first-time quality and a high level of customer satisfaction by clearly and regularly communicating customer needs and contract requirements to internal stakeholders.

    • Maintain frequent and consistent communication with internal teams to monitor design and build progress, identify and mitigate risks, and to ensure that customer expectations and contract requirements will be met.

    • Coordinate with internal teams to resolve issues that negatively impact customer success or customer satisfaction in a timely manner.

  • Technical Performance: 

    • Utilize knowledge of customer needs, contract requirements, and company products to provide design guidance, integration details, and operational information to ensure the solutions that are delivered meet customer needs and contract requirements.

    • 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 their current state and as they evolve over time. 

    • Identify continuous improvement opportunities for company processes and tools and lead efforts to implement those improvements.

  • Program Growth:

    • Capitalize on a deep understanding of customer needs to develop follow-on business proposals that provide value to the customer and meet company financial objectives.

    • Maintain frequent and consistent communication with the Business Development team to identify and capture follow on business opportunities.

    • Research and monitor customer market segments to provide roadmap inputs, pro-actively develop sale proposals, and identify opportunities to team with customers to capture new contracts.


What You’ll Bring:

  • Experience and Education:

    • Experience maintaining positive customer relationships during new product deployment and across technology upgrade cycles.

    • Experience gathering customer feedback and reporting that feedback to internal stakeholders in order to drive the product roadmap.

    • Experience with intelligence systems operating on or in conjunction with piloted or unmanned aircraft.

    • 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.

    • 3+ years of experience in a customer facing role; graduate education degree (MBA, Ph.D., etc.) or relevant military experience a plus.


  • Technical Competence:

    • Comfortable learning and then providing basic technical support to customers including software updates, basic troubleshooting, and operational guidance.

    • Technical understanding of Aerial Imaging and remote sensing

    • Understanding of imaging fundamentals, image data analytics and AI is a plus.

    • Experience managing software as a service programs is a plus

    • Expert communication skills and ability to influence people and decisions.

    • Strong organizational skills and exceptional data management

    • Ability to track, manage, and grow multiple customer programs.


  • Character Attributes:

    • 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


What We Offer:

  • 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.

  • Remote Friendly: WFH or out of our beautiful office in Hood River, Oregon. Maybe a little bit of both - the choice is yours. Position requires business travel up to 35% and work in/around aircraft.

All applicants must be authorized to work on a permanent basis in the United States. Overwatch Imaging is an equal opportunity workplace and makes employment decisions based on merit and business needs, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, Veteran status, or any other protected personal characteristic.

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