Customer Program Manager
2 Months ago • 8-12 Years
Program Management
Job Description
Prime Focus Technologies is seeking a Customer Program Manager to oversee customer programs, ensuring seamless execution and client satisfaction. The role involves translating customer goals into actionable plans, fostering cross-functional collaboration, and driving delivery excellence. Key responsibilities include end-to-end program delivery, budget and risk management, and acting as a primary liaison with clients. The ideal candidate will have 8-12 years of program or project management experience, preferably in media-tech or enterprise SaaS, with strong communication and stakeholder management skills.
Good To Have:
- PMP, PRINCE2 certification
- Experience in media/entertainment/sports tech
- Familiarity with AI/MAM systems
Must Have:
- 8-12 years in program/project management
- Manage complex, multi-stakeholder programs
- Understand Agile/Waterfall methodologies
- Excellent communication skills
- Lead cross-functional teams
About Prime Focus Technologies
Prime Focus Technologies (PFT) is a global leader in media and entertainment cloud technology. PFT offers enterprise software and services that help broadcasters, studios, brands, sports organizations, and service providers transform the way they manage content. With its flagship AI-first Smart Media Asset Management (MAM) product CLEAR®, PFT enables end-to-end content lifecycle management, driving efficiency, agility, and innovation across the media supply chain.
Job Title: Customer Program Manager
Department: Product Implementation & Client Success
Location: New York / New Jersey, USA
Reports To: Executive Leadership, Technology Business Unit
Job Purpose
The Customer Program Manager (CPM) will serve as the single point of accountability for one or more customer programs, ensuring seamless execution and alignment with client expectations. This role demands a strategic thinker who can translate customer goals into actionable program plans, foster cross-functional collaboration, and drive delivery excellence across complex engagements.
Key Responsibilities
Program Leadership & Execution
- Own end-to-end program delivery for assigned customer accounts, ensuring alignment with scope, timelines, and quality benchmarks.
- Develop and maintain detailed program plans, budgets, and risk registers.
- Monitor progress, proactively identify risks, and implement mitigation strategies.
Customer Engagement
- Act as the primary liaison and trusted advisor to the customer, representing their voice internally.
- Build strong, consultative relationships with client stakeholders to understand evolving needs and drive satisfaction.
- Lead regular governance meetings and status reviews with customers and internal leadership.
Cross-Functional Coordination
- Collaborate with Product, Engineering, QA, and Support teams to ensure timely and high-quality delivery.
- Facilitate internal alignment across business units and ensure dependencies are managed effectively.
Operational Excellence
- Track and resolve issues and escalations with urgency and transparency.
- Drive continuous improvement by identifying process gaps and proposing enhancements.
- Ensure compliance with internal frameworks and customer-specific SLAs.
Required Skills & Experience
- 8–12 years of experience in program or project management, preferably in media-tech or enterprise SaaS environments.
- Proven track record of managing complex, multi-stakeholder programs.
- Strong understanding of Agile and Waterfall methodologies.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to lead cross-functional teams in a matrixed environment.
Preferred Qualifications
- PMP, PRINCE2, or equivalent certification.
- Experience working with Technology companies in global media, entertainment & sports domain.
- Familiarity with Artificail Intelligence (AI), Media Assets Management systems like CLEAR® is a plus.
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