Location: Bangalore

Experience: 6 - 9 Years

CTC: 12 - 30 LPA

Notice Period: Immediate to 15 Days

Role Overview:

We are seeking an experienced Customer Program Manager to lead large-scale, complex customer engagements across single or multiple regions. This role is responsible for end-to-end program ownership, including scope, schedule, budget, quality, financials (P&L), client relationships, and cross-functional team leadership.

The ideal candidate brings a strong background in project and program management, with proven experience handling high-risk, high-complexity engagements, navigating legal and commercial challenges, and ensuring consistent delivery excellence. This position offers the opportunity to act as a trusted advisor to clients while driving program success, account growth, and organizational impact.

Key Roles & Responsibilities:

Program & Project Delivery:

- Lead customer engagements to meet scope, timeline, budget, and quality commitments.

- Manage very large and complex projects/programs, spanning single or multiple geographies.

- Plan, execute, monitor, and close projects across the full delivery lifecycle.

- Ensure compliance with contractual obligations and customer expectations.

- Manage dependencies across corporate teams, customers, and third-party vendors.

- Identify, assess, and mitigate program risks, including legal and commercial risks.

Financial & Commercial Management:

- Own end-to-end P&L responsibility for assigned customer programs.

- Meet or exceed SOAR-approved budgets and financial targets.

- Provide accurate financial forecasts, revenue tracking, and variance analysis.

- Manage billing, invoicing, and revenue recognition in alignment with contracts.

- Drive program profitability through cost optimization and financial discipline.

Customer & Stakeholder Management:

- Manage senior-level and C-level customer relationships.

- Act as the primary point of contact and trusted advisor for key clients.

- Represent the organization in executive meetings, steering committees, and reviews.

- Resolve escalations effectively to ensure high levels of client satisfaction.

- Deliver executive-level presentations, business reviews, and performance updates.

Account Growth & Opportunity Management:

- Identify and develop new opportunities within existing customer accounts.

- Support early qualification and assessment of large, complex opportunities.

- Act as opportunity manager for high-risk or strategic deals.

- Collaborate with sales teams on proposal development, solutioning, and negotiations.

- Drive account expansion, renewals, and long-term customer growth.

Team & Resource Leadership:

- Lead and manage cross-functional teams of up to 40+ resources.

- Allocate resources effectively across programs and projects.

- Mentor, coach, and support team members skill and career development.

- Provide performance feedback, evaluations, and development recommendations.

- Foster a collaborative, high-performance, and engaged team culture.

Governance, Process & Continuous Improvement:

- Establish and maintain portfolio and project management environments.

- Define and implement delivery policies, standards, and engagement roadmaps.

- Contribute as a member of the Engagement Program Management Office (EPMO).

- Drive process improvements, best practices, and project management innovation.

- Provide expert guidance on complex business issues and program challenges.

- Contribute to the PM profession community through mentoring and thought leadership.

Required Skills & Experience:

Experience & Qualifications:

- 7+ years of experience in project/program management or similar leadership roles.

- Proven track record managing very large, complex, multi-region programs.

- Experience handling high-risk and high-complexity customer engagements.

- PMP Certification - Mandatory.

- Bachelor's degree in a relevant field.

Project & Program Management Expertise:

- Strong command of Waterfall, Agile, and Hybrid delivery methodologies.

- Deep knowledge of PMBOK, PRINCE2, or equivalent frameworks.

- Expertise in portfolio and program management practices.

- Advanced understanding of project lifecycle management.

- Strong risk management and mitigation capabilities.

Financial & Commercial Acumen:

- Full P&L ownership and financial accountability.

- Budgeting, forecasting, and financial variance analysis.

- Revenue recognition, billing, and invoicing processes.

- Contract management and commercial negotiation experience.

- Business case development and ROI analysis.

Customer & Stakeholder Skills:

- Upper-level client and executive stakeholder management.

- Strong customer-facing communication and presentation skills.

- Ability to represent the organization externally with confidence.

- Proven escalation, conflict resolution, and negotiation skills.

Leadership & Behavioral Skills:

- Strong people leadership and resource management capabilities.

- Mentoring, coaching, and performance management experience.

- Excellent analytical and problem-solving abilities.

- Ability to exercise independent judgment in complex situations.

- Strong written, verbal, and executive-level communication skills.

- Ability to manage ambiguity and deliver results in high-pressure environments.

Education: Bachelor's degree in a related discipline.