Customer Program Manager

About Prime Focus Technologies

Job Title: Customer Program Manager

Job Purpose

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.