Customer Project Manager

The Customer Project Manager collaborates with project managers to ensure deliverables meet customer expectations and optimizes project plans. This role manages specific project tasks from initiation to completion, ensuring timely and high-quality delivery under general supervision. Responsibilities include addressing complex customer inquiries, resolving issues, analyzing project data for insights, and coordinating with cross-functional teams. The manager also documents risks and change requests, supports presales, assists with product integration and installation, and conducts post-implementation reviews to enhance future projects and practices.

Must Have

• Support Order Acquisition Process (OAP) and site planning.
• Manage Order Realization Process (ORP) for installations.
• Manage Order Realization Process for Box & Sales.
• Ensure Quality & Regulatory (Q&R) compliance.
• Hold a Bachelor's Degree or equivalent.
• Possess at least 5 years of project management experience.
• Experience working within cross-functional teams.

Good to Have

• Regulatory Compliance
• Data Analysis & Interpretation
• Project Management
• Budget Management
• Stakeholder Management
• Capability Assessment
• Risk Assessments
• Project Scope Development
• KPI Management
• Business Acumen
• People Management
• Service Operations

The Customer Project Manager is responsible for collaborating with project managers to ensure deliverables meet customer expectations, optimizing project plans for better outcomes. The role manages specific project tasks from initiation to completion, ensuring timely and high-quality delivery, operating under general supervision. The role addresses moderately complex customer inquiries and resolves issues to ensure satisfaction. The role analyzes project data to provide insights, contributes to continuous improvement, and coordinates with cross-functional teams. The role documents risks and change requests, supports presales activities, assists with product integration and installation, and conducts post-implementation reviews to enhance future projects and practices.

Your role:

Support Order Acquisition Process (OAP) - Site planning

• Work closely together with the sales team / Key Account Manager to support the OAP
• Site assessments to understand the local situation and the real customer need
• Trigger Site Planning (produced by Business Center) to create a site preparation package to get upfront insight in room lay-out and technical specifications
• Seamless interface between customer and business center aiming to achieve “right first time’’ room planning and support on-time delivery
• Create project plans / budgets and perform risk assessment during the OAP to meet Customer needs and to create a beneficial quote

Order Realization Process (ORP) - Installation Project

• Be the main interface during the project towards the customer
• Create project and milestone date /planning in project management tool ( Clarity)
• Ensure that all required materials, resources and activities are ordered, planned and executed.
• Weekly review installation project plan with all stakeholders
• Manage issues according escalation process
• Manage risks and ensure that the project stays within budget and on-time
• Organize the execution of the actual installation and required user training
• Ensure Customer Acceptance (and signed handover document).
• Escalate deviations from plan / budget to Supply Chain Management
• Able to support full-multi modality projects

Order Realization Process - Box & Sales

• Be the main interface during the project towards the customer
• Ensure that all required materials, resources and activities are ordered, planned and executed
• Review weekly progress of all pending activities
• Organize the execution of the actual installation and required user training
• Ensure customer acceptance  (and signed handover document)

Quality & Regulatory (Q&R)

• Responsible for reviewing quotation / solution developed for the customer for compliance and feasibility
• Responsible for site planning / preparation compliance to product reference data
• Responsible for monitoring and ensuring installation compliance to service manuals.
• Responsible for accurate install base configurations and complete installation record
• Responsible for executing hold requirements in the case that Line of Business launch a hold impacting a modality being delivered or installed in one of his projects
• Responsible for monitoring compliance of third parties used for installations
• Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned Q&R training in a timely manner

You're the right fit if:

• Bachelor's Degree level education or equivalent
• PMP certificate, preferably.
• Experience in equipment installation (B2B)
• At least 5 years of experience in project management
• Experience in working within cross functional teams
• Knowledge of site preparation and planning per modality, relevant product specifications room requirements (e.g. support clinical workflow)
• Understanding of Supply Chain Processes
• Fluent in English, verbal and written in addition to Arabic

Preferred Skills

• Regulatory Compliance
• Data Analysis & Interpretation
• Project Management
• Budget Management
• Stakeholder Management
• Capability Assessment
• Risk Assessments
• Project Scope Development
• KPI Management
• Business Acumen
• People Management
• Service Operations

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.