Customer Program Manager

Description

The Customer Program Manager (CPM) is responsible for leading Syringa's most complex customer implementations, strategic initiatives, and multi-site deployments from project initiation through successful service activation.

This role serves as the customer advocate during implementation, ensuring alignment between customers, Sales, Operations, Engineering, Customer Success, and external vendors.

The CPM owns large-scale programs that may involve multiple locations, phased deployments, construction dependencies, carrier coordination, and executive stakeholder management. In addition to managing strategic customer initiatives, the CPM provides leadership and mentorship to Customer Delivery Managers by promoting project management best practices, risk management, and delivery excellence.

The Customer Program Manager plays a critical role in ensuring Syringa delivers exceptional customer experiences while successfully executing high-value, business-critical projects.

Core Responsibilities

Strategic Program Management

• Lead Syringa's largest and most complex customer implementations.
• Manage multi-site, multi-phase, and high-visibility customer projects.
• Develop project plans, timelines, milestones, and communication strategies.
• Identify project dependencies and coordinate resources across departments.
• Drive accountability among internal teams and external partners.
• Ensure customer expectations are aligned with operational realities.

Customer Engagement

• Serve as the primary point of contact for customer implementation projects.
• Lead kickoff meetings and project reviews.
• Establish communication cadence with project stakeholders.
• Provide proactive updates on milestones, risks, and project status.
• Build confidence and trust throughout the implementation lifecycle.
• Coordinate efforts between:
• Sales
• Customer Delivery
• Operations
• Engineering
• Customer Success
• Vendors and Carrier Partners
• Facilitate alignment meetings and decision-making discussions.
• Ensure commitments made to customers are achievable and supported internally.
• Promote accountability across project stakeholders.

Project Governance & Risk Management

• Maintain project plans, risk registers, and status reporting.
• Identify risks, roadblocks, and resource conflicts early.
• Escalate issues appropriately and drive resolution.
• Ensure all stakeholders remain informed and aligned.
• Monitor project health and recommend corrective actions when necessary.

Delivery Excellence & Process Improvement

• Establish and improve project management standards, tools, and reporting.
• Develop implementation playbooks and best practices.
• Analyze recurring delivery challenges and recommend improvements.
• Contribute to CX operational maturity and scalability initiatives.
• Assist in defining program management methodology across the organization.

Mentorship & Development

• Serve as a resource and mentor for Customer Delivery Managers.
• Support development of project management skills within the CX team.
• Share lessons learned and implementation best practices.
• Assist with onboarding and training of new delivery personnel.

Requirements

Required Qualifications:

• 5+ years of project, program, implementation, or service delivery management experience.
• Experience managing complex customer-facing projects.
• Strong organizational, communication, and stakeholder management skills.
• Ability to manage multiple priorities simultaneously.
• Proven experience coordinating cross-functional teams.
• Strong problem-solving and conflict-resolution capabilities.
• Experience presenting to executive-level stakeholders.

Preferred Qualifications:

• Telecommunications, technology, managed services, or SaaS experience.
• PMP, CAPM, Agile, or equivalent project management certification.
• Experience managing multi-site implementations.
• Familiarity with NetSuite, CRM, project management, or service delivery platforms.

Key Performance Indicators

• Strategic project delivery success rate
• On-time milestone completion
• Customer satisfaction during implementation
• Reduction in project escalations
• Risk identification and mitigation effectiveness
• Program profitability and delivery efficiency
• Successful handoff to Customer Success
• CDM mentorship and development contributions

What Success Looks Like

• Syringa's largest and most complex customer projects are delivered successfully.
• Customers feel informed, confident, and supported throughout implementation.
• Risks are identified early and proactively managed.
• Internal teams operate with clear accountability and alignment.
• Delivery processes become more scalable, predictable, and efficient.
• Customer Delivery Managers develop stronger project management capabilities.
• Strategic customer programs strengthen customer trust and long-term relationships.